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Ashby · 4 months ago

Product Support Specialist - EMEA (AI-assisted application)

United States

Full-time

Remote

Entry, Mid Level

Ashby is building the next generation of enterprise software and is seeking a Product Support Specialist to provide world-class support to customers in Europe and Asia. The role involves working directly with customers to troubleshoot complex issues and improve workflows, while collaborating with the Engineering Team to enhance support capabilities.

Human ResourcesManagement Information SystemsRecruitingSoftware

Responsibilities

Spend a lot of time working directly with customers

Work on tickets requiring complex integration troubleshooting, to providing customers with detailed workflow instructions

Absorb and synthesize highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team

Develop workflow automation allowing for better team cohesion and efficacy

Qualification

B2B support experienceProblem-solving skillsTechnical troubleshootingWorkflow automationCustomer empathy

Required

Experience with and excitement to learn the ins and outs of a complex and rapidly evolving product

Curiosity in addressing customers and creating solutions that improve workflows

Strong problem-solving skills, skilled at defining the scope of a problem and creating a comprehensive solution

Ability to delight customers with keen attention to detail, thorough and clear responses, and empathy

Prioritization of ownership in finding solutions for customers, proactively making decisions rooted in principled thinking

Experience offering B2B support to customers, ranging from Small Business through Enterprise organizations

Benefits

10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.

Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

$100/month education budget with more expensive items (like conferences) covered with manager approval.