Product Support Specialist

6 days ago

Salt Lake, Utah, United States Frazil Full time
Description

Position Overview

Freezing Point is the fastest growing frozen beverage company in the US and the maker of Frazil, 100% Juice Frazil, Frazil Energy, and Café Tango We are a growing, high-performance team in search of a Product Support Specialist who is ready to help take our internal tools to the next level.

Fraznet is our internal platform that connects data across HubSpot, SAP, Zoho, and several proprietary tools. It also powers our customers' real-time visibility into their performance. As a Product Support Specialist, you'll become the Fraznet expert and the liaison between the user and the developer.

You'll triage issues, open and manage tickets for our developers, test fixes, and proactively spot trends before they become problems.

Salary: $50-55k annually

Key Responsibilities

Essential Duties and Key Responsibilities:

  • Act as the primary support resource for employees using Fraznet and other connected systems.
  • Monitor, diagnose, and troubleshoot platform issues with a customer-service mindset.
  • Create, prioritize, and manage tickets in our ticketing system with clear, comprehensive requirements and steps to reproduce.
  • Serve as a liaison between employees and Frazil's development team, ensuring smooth communication and minimal back-and-forth.
  • Perform backend validation and QA testing on bug fixes and updates.
  • Document common issues, resolutions, and best practices to improve internal knowledge.
  • Spot repeat issues, identify patterns, and propose proactive solutions.
  • Assist in user training, support documentation, and process improvements across the business.
  • Ensure the accuracy, consistency, and performance of Fraznet data flowing into HubSpot, SAP, Zoho, and other tools.
  • Seek opportunities to enhance customer value and satisfaction beyond simple resolutions.
  • Other duties as assigned.
Skills, Knowledge and Expertise

Minimum Qualifications & Competencies:

  • 2–5 years of experience in product support, IT support, QA, or technical operations.
  • Experience using and managing cases in a ticket management system.

Preferred Qualifications & Competencies:

  • Bachelor's degree in Information Systems, Information Technology, Business, or related field.
  • QA experience, including testing fixes and validating software behavior.
  • Experience supporting cross-functional teams in a business environment.
  • Familiarity with HubSpot, SAP, Zoho, or other business systems.

Required Soft Skills:

  • Ability to translate business problems into clear technical requirements.
  • Strong analytical and troubleshooting skills with a proactive mindset.
  • Excellent communication skills—professional, personable, and clear.
  • Personable, approachable, and comfortable building relationships.
  • Strong business sense and understanding of how departments rely on Fraznet.
  • Detail-oriented with high accountability and follow-through.
  • Resourceful, curious, and eager to grow in the tech space.
  • Ability to handle multiple tasks simultaneously and work under pressure.

Physical Demands & Working Conditions:

  • Frequently communicate with team members through email, phone, and in-person interactions.
  • Fully onsite position in Salt Lake City, UT.
  • Frequent use of computers, including prolonged periods of screen time.
Benefits

Full-time Frazil employees enjoy a full benefits package include Medical, Dental, Vision, Life & Disability, Supplemental Insurance, Paid Time Off, Paid Holidays, and 401k.

About Frazil

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