Product Support Specialist - EMEA
Product Support Specialist - EMEA
Product Support Specialist - EMEA
Ashby
Product Support Specialist - EMEA at Ashby. Focused on handling complex product tickets, providing thorough and empathetic customer support, and driving enablement and workflow improvements. Covers weekend Tuesday–Saturday shifts for Europe, Asia, with flexibility for holidays and business needs.
Qualification
- Experience with and ability to learn a complex, rapidly evolving product.
- Curiosity and strong problem-solving skills; ability to define problem scope and craft comprehensive solutions.
- Excellent customer-focused communication; thorough, clear, and empathetic responses.
- Strong ownership mindset; proactive decision-making anchored in principled thinking.
- Experience providing B2B support to customers ranging from Small Business to Enterprise.
- Comfortable working directly with customers and handling technically complex integrations.
- Ability to absorb highly technical information from Engineering and translate it into practical enablement for the Support Team.
- Flexibility to work weekend shifts (Tuesday–Saturday) and adjust for holidays or business needs.
Responsibility
- Handle highly technical support tickets involving complex integrations for Ashby’s product, delivering clear, detailed guidance to customers.
- Provide customers with thorough workflow instructions and best practices to maximize product value.
- Collaborate with Engineering to translate technical work into enablement materials and up-level the Support Team’s capabilities.
- Lead or contribute to projects such as workflow automation to improve team efficiency and cross-functional cohesion.
- Own problems end-to-end by defining scope, identifying root causes, and delivering comprehensive solutions; document findings for knowledge sharing.
- Manage weekend shift coverage (Tuesday–Saturday) and adapt schedules for holidays and business demands.
- Maintain high-quality customer communications with empathy, clarity, and attention to detail.
- Support B2B customers across SMB to Enterprise, tailoring guidance to different customer sizes and needs.
