Product Support Specialist - Colombia

Salary: $20K - $40K Location Type: Remote Employment Type: Full-Time

Position Overview

Ashby is seeking a Product Support Specialist to join our team and provide world-class support to our customers in Europe and Asia. This role involves working directly with customers to troubleshoot complex issues, provide detailed workflow instructions, and contribute to projects that improve our support processes. You will be responsible for handling tickets requiring complex integration troubleshooting and guiding customers through intricate workflows.

Responsibilities

• Provide exceptional customer support, demonstrating keen attention to detail, deep product knowledge, and fast service.
• Troubleshoot complex integration issues and provide detailed workflow instructions to customers.
• Engage in projects to enhance support operations, such as:
  • Synthesizing technical information from the Engineering Team to create enablement resources for the Support Team.
  • Developing workflow automation to improve team cohesion and efficacy.
• Address customer inquiries with empathy, clarity, and thoroughness.
• Proactively identify and implement solutions for customer problems, making decisions rooted in principled thinking.

You Should Apply If:

• You have experience with and are eager to learn the intricacies of a complex and rapidly evolving product.
• You are curious and driven to uncover answers beyond the surface level in customer interactions and workflow improvements.
• You possess strong problem-solving skills, adept at defining problem scope and creating comprehensive solutions.
• You excel at delighting customers through keen attention to detail, clear and thorough responses, and empathy.
• You prioritize ownership in finding solutions for customers and make proactive, principled decisions.
• You have experience providing B2B support to organizations ranging from Small Business to Enterprise.

You Should Not Apply If:

• You avoid deep technical problem-solving; this role requires a high level of technical capability.
• You prefer to triage tickets swiftly and escalate to Engineering early without attempting comprehensive solutions.
• You prefer supporting a product with a limited scope that can be quickly mastered, rather than a complex, evolving product with a broad surface area.
• You value an in-office culture for motivation; this is a remote role requiring self-starters.

About Ashby

Ashby is building the next generation of enterprise software, starting with a suite of products designed to significantly improve hiring processes for talent leaders, recruiters, and hiring managers.

• Learn more: https://www.ashbyhq.com/
• We are well-funded and backed by prominent investors including Y Combinator, Elad Gil, and Lachy Groom.
• Publicly launched in October 2022, Ashby already partners with impressive companies.
• We have built an incredible team and an exceptional product, and we are just getting started. This is an opportune time to join our growing company.

About Go To Market (Support Team)

Our Support team is considered an extension of the product itself, dedicated to ensuring an optimal customer experience across all market segments.

• We focus on building best-in-class products, believing a highly differentiated product is easier to sell.
• We are equally committed to building a best-in-class customer experience, aiming to offer deep expertise in all customer interactions.