Product Support Specialist (Singapore, Philippines)

As a Product Support Specialist at Ashby, you will primarily work directly with customers, ensuring they have a seamless experience with our products. This includes curating customer feedback for company-wide distribution, enhancing help documentation, and automating tasks to improve team efficiency. Engaging with our values of ownership and customer delight will guide you in providing world-class support to those in the APAC region, especially in Singapore.

To be considered for the Product Support Specialist role at Ashby, you should have a strong interest in learning about complex products and possess excellent problem-solving skills. Prior experience in customer service or support is valuable. Additionally, your ability to communicate thoughtfully and your proactive approach to ownership will set you apart as a candidate for this exciting role in Singapore or the Philippines.

At Ashby, our onboarding process for the Product Support Specialist role is designed to ensure you're well-prepared to handle our complex product. Your first month will focus on extensive training, allowing you to gain familiarity with our systems and processes. While you may not interact with customers immediately, you’ll have plenty to learn to become an expert on our products, setting you up for success in your new role.

Ashby prides itself on promoting a strong culture of ownership, principled thinking, and thoughtful communication. As a Product Support Specialist, you’ll embody these values by taking initiative, providing thorough customer support, and contributing to team projects aimed at enhancing overall service quality. Embracing these values will not only help you succeed in your role but also enrich our supportive team environment.

Yes! The Product Support Specialist position at Ashby is primarily remote, allowing you to work from your home in Singapore or the Philippines. We believe that a remote setting empowers self-starters to thrive, so if you're passionate about contributing without the constraints of an office environment, this is the right fit for you!

When answering this question, highlight specific experiences that showcase your ability to handle customer inquiries effectively. Discuss the software or products you supported, any challenges you faced, and how you resolved them. Showing examples of your problem-solving skills and how you ensured customer satisfaction will demonstrate your fit for the Product Support Specialist role.

Addressing this question should focus on your organizational skills and ability to assess urgency. Discuss strategies like categorizing issues based on severity, deadlines, and customer impact. Providing an example of how you successfully managed competing priorities will illustrate your effectiveness as a Product Support Specialist.

In your response, emphasize the importance of actively listening to customers and suggesting a few methods you’ve used to collect feedback, such as surveys or direct interviews. Discuss how you implemented changes based on this feedback to enhance customer experience, demonstrating your proactive thinking as a Product Support Specialist.

Your answer should highlight the importance of clarity and empathy in communication. Discuss practices like summarizing the customer’s issue before offering solutions and confirming their understanding. Also, share how you adapt your communication style based on the customer’s technical proficiency, especially in a diverse role such as Product Support Specialist.

Use the STAR method (Situation, Task, Action, Result) to structure your response. Describe a specific situation where you faced a challenging customer issue, what steps you took to address it, and the positive outcome. This will show your problem-solving abilities in a relevant context for the Product Support Specialist position.

Researching Ashby’s offerings is crucial for this question. Discuss your understanding of the enterprise software that helps talent leaders and recruiters. Explain how your skills and experiences align with helping customers navigate these products effectively, demonstrating your genuine interest in the role of Product Support Specialist.

Express your admiration for Ashby’s innovative approach in the tech industry and how its values resonate with you. Highlight aspects of the company culture that appeal to you, like their emphasis on ownership and a best-in-class customer experience, and link them to your personal work ethos as a potential Product Support Specialist.

Discuss various strategies for keeping up with industry trends, such as following industry blogs, attending webinars, or participating in user groups. Mention how this proactive approach not only enhances your knowledge but also enables you to provide relevant insights to customers as a Product Support Specialist.

In your answer, reinforce your eagerness to learn and adapt. Discuss looking forward to a comprehensive training process that includes product knowledge and customer interaction techniques. This shows your commitment to becoming a knowledgeable and effective Product Support Specialist at Ashby.

Provide a structured response that includes actively listening to the customer’s concerns, empathizing with their situation, and taking steps to resolve their issues promptly. Discuss how you would follow up to ensure their satisfaction, showing that you value customer relationships and are capable of keeping the company's standards as a Product Support Specialist.