Product Technical Support
Core
First point of contact for midmarket customers and suppliers, handling inbound/outbound support via calls, chat, email, and screen-share to resolve routine to moderately complex issues in a regulatory compliance environment.
Role type
Tier 1 Technical Analyst (Product Support)
Builds
Customer success and issue resolution for Assent Compliance's supply chain sustainability platform
Domain
SaaS / Supply Chain Sustainability
Deliverable
client delivery
Required skills
troubleshooting, basic SQL queries, ticket management systems, documentation, reproducing technical issues, multi-channel communication
Preferred skills
AI-driven insights analysis, knowledge base creation, swarm session collaboration
Technologies
SQL, ticket management systems, troubleshooting tools, MS Office Suite, Google Applications
Responsibilities
Manage cases from initial contact to resolution, escalate complex product defects to Tier 2, adhere to performance metrics (response time, quality rating), work various shifts for 24/7 global support, document interactions and resolutions, participate in training and knowledge-sharing sessions
Seniority
Junior to Mid-level, hands-on IC