Product Support Tier 1 - Remote

Overview

As a Product Support Tier 1 Analyst at Assent, you will be the first point of contact for midmarket customers and suppliers, ensuring customer success through timely and high-quality support in a regulatory compliance environment.

In Short

• Serve as a first responder to support requests.
• Engage with clients and suppliers to enhance the customer experience.
• Use troubleshooting tools and basic SQL queries to identify issues.
• Document all interactions for consistent case management.
• Resolve routine to moderately complex issues creatively.
• Escalate complex cases to Tier 2 support.
• Provide assistance through multiple channels including email, phone, and chat.
• Adhere to performance metrics for support response times.
• Participate in training and knowledge-sharing sessions.
• Manage your queue efficiently and update cases consistently.

Requirements

• Excellent verbal and written communication skills in English.
• Bachelor's degree or equivalent experience in Technical Support.
• 1-3 years of experience in a software or technical support role.
• Self-management and excellent time management skills.
• Ability to collaborate effectively with colleagues.
• Basic understanding of SQL for database querying.
• Experience in replicating technical issues for diagnosis.
• Skilled in using ticket management systems.
• High adaptability in a fast-paced environment.
• Proficient in MS Office Suite and Google Applications.

Benefits

• Flexible work options and volunteer days.
• Comprehensive benefits packages that vary by country.
• Competitive base salary and corporate bonus program.
• Professional development days from day one.
• Opportunities for involvement in corporate giving initiatives.