Product Support Specialist

Job Description

Job Description

The Product Support Specialist is a frontline problem-solver and consultant on Fishbowl’s Support team, helping customers resolve inventory, manufacturing, and workflow issues so their businesses run best in class. This role owns each case end-to-end, diagnosing root causes across Fishbowl’s product, integrated systems, complex hosted environments, and basic SQL, and driving it through to a genuine resolution rather than a quick close. The Product Support Specialist pairs technical troubleshooting with clear, empathetic communication, taking ownership of every customer interaction with Fishbowl support, from first contact to resolution. Turning difficult moments into confidence in the product and the team. 

Key Responsibilities 

Customer Communication & Experience 

• Explain technical fixes in plain, reassuring language to non-technical warehouse, accounting, and operations staff. 
• Meet customers on their preferred channel (voice, chat, or email) through the omnichannel support experience. 
• Stays calm, empathetic and professional in high-impact conversations, including with executive-level customers, so they leave confident their issue is handled.  
• Set clear expectations on next steps and timelines, and follow through regularly so customers are never left wondering. 

Customer Troubleshooting & Resolution 

• Diagnose and resolve inventory, manufacturing, and workflow issues across Fishbowl’s product and integrated systems, optimizing the customer’s business processes. 
• Own each Salesforce case end-to-end from first contact through confirmed resolution. Work with the customer and cross-function Fishbowl teams to resolve complex issues. 
• Identify root causes by asking business troubleshooting questions, navigating complex hosted environments, and dissecting backend data in multiple software programs.  

Technical Problem-Solving 

• Approach ambiguous problems with curiosity and creative problem-solving, asking consultative questions, forming hypotheses, and testing them to reach the true solution. 
• Build and maintain deep industry, Fishbowl and technical knowledge to independently resolve a widening range of cases. 
• Identify recurring issues and document reproducible steps and solutions for the knowledge base. 

Collaboration & Continuous Improvement 

• Partner with peers, Knowledge Engineers, Implementers and Account Managers to resolve complex cases while retaining ownership of the customer relationship. 
• Escalate appropriately, with full context, only when a case genuinely requires it. 
• Collaborate with Product teams Fishbowl friction and recurring pain points to help improve the customer experience over time. 

Required Competencies  

The following competencies define what strong performance looks like in this role. They are used consistently across CX Product Support Specialist roles to support fair, comparable evaluation and development planning. 

Customer Focus: Resolves inventory and manufacturing workflow issues in a way that keeps the customer's business running effectively. Anticipates the downstream impact of a problem, offers proactive guidance, and leaves customers more confident using Fishbowl than before they reached out. 

Tech Savvy: Navigates Fishbowl's product, basic SQL inquiries, integrated plugins and complex hosted environments to diagnose issues/find new solutions across platforms. Stays curious about how integrated systems interact and continually builds product and technical depth to solve a widening range of cases independently. 

Manages Complexity: Approaches ambiguous problems with curiosity and creative problem-solving, asking the right consultative questions, forming hypotheses, and testing them. Uncovers the true root cause when inventory counts, sync data, or customer-reported symptoms don't line up, and drives toward the actual solution rather than guessing or escalating prematurely. 

Communicates Effectively: Explains technical fixes in plain language to non-technical warehouse, accounting, and ops staff. Listens actively, confirms understanding, and adapts the message to each audience so customers always know what’s happening and what comes next. 

Manages Conflict: Brings calm, empathy, and steady professionalism to customers dealing with real business impact, building trust and leaving them reassured and confident their issue is in good hands. 

Action Oriented:  Starts working an issue immediately rather than waiting on more information or someone else to take the first step. Brings energy and a bias toward progress, keeping momentum on every case. Takes accountability for the customer’s business success. 

Drives Results: Takes full ownership and accountability for the customer’s entire experience with Fishbowl, driving each complex case through to genuine resolution and following through end-to-end rather than handing off the case to another team or queue. 

Being Resilient: Sustains performance and patience across high-volume, repetitive, and occasionally difficult interactions, recovering quickly from setbacks and keeping quality consistently high throughout the day. 

Qualifications & Experience 

• 2+ years in a technical support, help desk, or customer service role, ideally supporting software or SaaS products. 
• Familiarity with inventory, manufacturing, accounting, or ERP workflows (Fishbowl experience a plus). 
• Comfort running basic SQL queries and navigating hosted or on-premise environments, or a demonstrated ability to learn quickly. 
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences. 
• A track record of owning issues end-to-end successfully through to resolution. 
• A bachelor’s degree in a technical or business field preferred; High school diploma or equivalent (GRE) required. 

Performance Expectations & Success Measures  

• Resolves cases within target handle and resolution times at high quality. 
• Maintains high customer satisfaction (CSAT) and first-contact resolution rates. 
• Keeps case documentation accurate and complete for every interaction. 
• Engages daily with every assigned customer case with positivity and optimism. 
• Consistently owns assigned cases through to resolution with minimal unnecessary escalation. 
• Contributes to the knowledge base and shares recurring issue insights with the team.