Product Support Specialist (EMEA)

Salary: €21K - €60K Location Type: Remote Employment Type: Full-Time

Position Overview

Ashby is seeking a passionate and detail-oriented Product Support Specialist to join our growing team in the EMEA region. In this role, you will be instrumental in providing world-class support to our European and Asian customers, leveraging your deep product knowledge and exceptional problem-solving skills. You will work directly with customers, tackling complex integration troubleshooting and providing detailed workflow guidance. Beyond direct customer interaction, you will also contribute to projects aimed at enhancing our support processes and team capabilities.

Important Note on Shifts: This role requires coverage of weekend shifts. Available schedules include Sunday through Thursday or Tuesday through Saturday. Occasional adjustments to schedules may be necessary for holidays, coverage gaps, or business needs. Please indicate your preferred working hours in your application.

Responsibilities

• Provide exceptional technical support to Ashby customers, addressing inquiries via tickets and other communication channels.
• Troubleshoot complex integration issues, identifying root causes and implementing effective solutions.
• Educate customers on Ashby's product features and best practices, providing detailed workflow instructions.
• Synthesize highly technical information from the Engineering Team to create enablement materials for the Support Team.
• Develop and implement workflow automation to improve team cohesion and efficacy.
• Contribute to projects that enhance the overall customer support experience.

Requirements

• Experience in B2B customer support, serving a range of organizations from Small Business to Enterprise.
• Strong problem-solving skills, with the ability to define problem scope and create comprehensive solutions.
• Keen attention to detail, ensuring thorough and clear communication with customers.
• Empathy and a customer-centric approach to support.
• A strong sense of ownership and a proactive attitude towards finding solutions.
• Principled thinking to guide decision-making.
• Curiosity and a desire to delve into the intricacies of a complex, evolving product.
• Ability to work effectively in a remote environment and be a self-starter.

You Should Apply If:

• You are excited to learn the intricacies of a complex and rapidly evolving product.
• You are curious and driven to find answers beyond the surface level.
• You possess strong problem-solving skills and enjoy creating comprehensive solutions.
• You delight customers with your attention to detail, clear communication, and empathy.
• You prioritize ownership and make proactive, principled decisions to solve customer issues.
• You have experience providing B2B support.

You Should Not Apply If:

• You avoid deep technical problem-solving; our support team is highly technical.
• You prefer to triage tickets swiftly and rely on escalating to Engineering early without attempting comprehensive solutions.
• You prefer supporting products that are quickly mastered rather than those that are rapidly evolving with significant surface area.
• You are motivated by an in-office culture; this role is fully remote.

About Ashby

Ashby is building the next generation of enterprise software, starting with a suite of products designed to significantly improve the hiring process for talent leaders, recruiters, and hiring managers. We are well-funded by reputable investors, including Y Combinator, Elad Gil, and Lachy Groom. Having publicly launched in October 2022, we are already partnering with impressive companies. We have cultivated an exceptional team and product, and we are just beginning our journey. This is an ideal time to join our rapidly growing company.

Learn more: https://www.ashbyhq.com/

About Go To Market

Our Support team is viewed as an extension of the product itself, dedicated to ensuring an optimal customer experience.