Product Technical Support (T1)
Core
First-line technical support analyst for midmarket customers and suppliers, handling inbound/outbound inquiries via multiple channels to ensure customer success in a regulatory compliance environment.
Role type
Tier 1 Technical Analyst (IC)
Builds
Customer support resolution and knowledge base documentation for Assent's Product Intelligence Network
Domain
Regulatory compliance / Product Intelligence / SaaS
Deliverable
client delivery
Required skills
Troubleshooting, Basic SQL, Ticket management systems, Root cause analysis, Documentation, Multi-channel communication
Preferred skills
AI-driven insights analysis, Reproducing technical issues, Critical thinking, Adaptability
Technologies
SQL, Ticket management systems, AI-driven insights tools, MS Office Suite, Google Applications
Responsibilities
Serve as first responder managing cases from initial contact to resolution; Resolve routine to moderately complex issues using established processes; Escalate complex product defects or high-impact cases to Tier 2; Document all interactions, steps, and resolutions thoroughly; Collaborate with peers and higher-tier teams in swarm sessions; Work various shifts to support a global 24/7 operation.
Seniority
Junior to Mid-level, hands-on IC