Product Technical Support (T1)

Job description

Position Summary Reporting to the Manager of Product Technical Support Tier 1, you will be the first point of contact for Assent Compliance’s midmarket customers and suppliers. You’ll handle inbound and outbound support inquiries via calls, webforms, emails, live chat, and screen-share sessions. As a Tier 1 Technical Analyst, you will play an integral role in ensuring customer success by providing timely, high-quality support and maintaining detailed documentation in a regulatory compliance environment. This position emphasizes both adherence to established processes and the creative problem-solving skills necessary to resolve unique or complex user issues. Key Requirements and Responsibilities Serve as a first responder to support requests, managing cases from initial contact to resolution Engage with clients and suppliers in a professional, friendly manner to enhance the customer experience Use troubleshooting tools, basic SQL queries, and AI-driven insights to identify root causes of issues Document all interactions, steps, and resolutions thoroughly for consistent case management Resolve routine to moderately complex issues using established processes and creativity for unique problems Escalate complex product defects or high-impact cases to Tier 2 Contribute to multi-channel support by providing assistance through email, phone, chat, and screen-share Adhere to set performance metrics (e.g., first response time under 2 hours, quality rating ≥95%) Participate in training and knowledge-sharing sessions to stay updated on new features and best practices Collaborate with peers and higher-tier teams in “swarm” sessions to resolve challenging issues Manage your queue efficiently, consistently updating cases with progress and new information Work various shifts (including evenings and weekends) to support a global 24/7 operation Follow corporate security policies and handle data in accordance with regulatory requirements This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs. Your Knowledge, Skills, and Abilities We strongly value your talent, energy, and passion. It will also be valuable to Assent if you have the following qualifications. Communication Skills: Excellent verbal and written communication skills, primarily in English. Educational Background: Relevant Bachelor's degree or equivalent experience in Technical Support. Experience: 1-3 years of experience in a software or technical support role. Self-Management: Self-starter with excellent time management skills, able to adhere to deadlines and prioritize tasks effectively. Collaboration: Working effectively with your colleagues to solve issues and customer inquiries efficiently Problem-Solving: Fast learner, self-motivated, and dedicated to going the extra mile to solve problems. Database Management: Basic understanding of SQL for querying databases to retrieve information relevant to support cases. Reproducing Technical Issues: Experienced in replicating reported issues in various environments to diagnose and troubleshoot effectively. Logging Tools and Ticket Management Systems: Skilled in using troubleshooting tools and ticket management systems to track, manage and resolve support tickets. Adaptability: Highly adaptable and flexible, thriving in a fast-paced, dynamic business environment. Technical Curiosity: You have a natural curiosity about technology and AI, constantly seeking to understand how they work and exploring their potential. Documentation: Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams. Critical Thinking: Strong critical thinker, able to suggest, implement, and support efficient and effective solutions. Attention to Detail: Diligent and detail-oriented, with a high level of accuracy in work. Perseverance: Demonstrates grit and conscientiousness, consistently working towards providing solutions and achieving excellence. Lifelong Learning: Lifelong learner with a continuous thirst for knowledge and self-improvement. Proficiency in Productivity Tools: Proficient in MS Office Suite, Google Applications, and other office productivity tools. Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Life at Assent Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more. Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more. Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives. Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start. Assent empowers manufacturers and distributors with the intelligence to build sustainable products, meet global compliance requirements and drive better business outcomes. At the center of our offering is the Assent Network, the industry’s most complete Product Intelligence Network, bringing together trusted parts and supplier intelligence, advanced AI and deep regulatory expertise to help organizations identify risk, make informed decisions and stay ahead of evolving requirements. Trusted by more than 1,000 customers worldwide, Assent helps organizations stay ahead of evolving regulations across areas including responsible sourcing, human rights due diligence, PFAS reporting, Digital Product Passports, and other emerging requirements. Our platform empowers manufacturers to navigate change with confidence while building stronger supplier relationships and driving measurable business value. With more than 1000 team members across India, North America, Malaysia, the European Union, and Kenya, Assent brings together global expertise, diverse perspectives, and a shared commitment to innovation. Our hybrid work model enables teams to collaborate across regions while staying connected to the communities where they live and work. As a certified B Corporation, we meet rigorous standards of social and environmental performance, transparency, and accountability, reflecting our commitment to creating lasting value for our customers, our people, and the planet. People First. Technology Forward. Our commitment to People, Culture & Community (PCC) is rooted in building a diverse, inclusive, and high-performing team. We recruit and retain team members with a range of backgrounds, experiences, and perspectives, while fostering a culture of belonging where all Assentees are respected, supported, and empowered to contribute. As we continue to embed AI into how we work, we do so thoughtfully, enhancing human potential, supporting better decision-making, and prioritizing appropriate oversight, privacy, and fairness. At Assent, we value your privacy and are committed to maintaining transparency in how we handle your personal information. As part of our talent acquisition and management processes, we may use AI technologies to support activities such as resume screening, candidate communication, and talent analytics.