Job Description Reporting to the Manager- Product Technical Support Tier 1, the Product Technical Support Tier 1 will play an integral role in understanding and responding to the needs of our external stakeholders, namely Assent's suppliers and customers, in the spirit of ensuring customer success through the successful execution of product support.
As part of Assent's Product Technical Support department, the Product Technical Support T1 will play an integral role in managing the use of Assent Platforms.
The ideal Product Technical Support T1 is well-rounded, highly motivated, resourceful, passionate about customer success and support, tech-savvy, and loves engaging with others.
KEY REQUIREMENTS AND RESPONSIBILITIES Client and Supplier Engagement: Engage with our clients and suppliers in a professional and pleasant manner to enhance user experience, acting as a first responder to support Cases and continually updating Cases with new information throughout the support process Assent Application Expertise: Become an expert user of Assent applications Issue investigation: Utilize troubleshooting tools to identify and provide necessary information for investigations Issue Reproduction: Gather information on defects, reproduce and clearly define identified product issues raised by our clients and suppliers Multi-Channel Support and Communication: Provide support through multiple channels, including email, phone, live chat and screen share sessions to ensure comprehensive client assistance.
Documentation: Maintain comprehensive and accurate documentation of support interactions and technical issues via cases and knowledge base articles .
Queue Management: Product support queue management and updating Cases with new information Performance Metrics: Work within set key performance measurements defined by the Product Technical Support management team Information Management: Use Assent's proprietary software to search, track and enter information for clients Escalation Handling: Identify and escalate defects and any complex issues to tier 2 support team.
Training and Knowledge Sharing: Participate in training sessions to stay updated on new features and processes and share knowledge and best practices with team members to improve overall team performance.
Shifts Flexibility: Available and willing to work various shifts including evenings and weekends Security Compliance: Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent. Qualifications 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: 1-2 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.
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.
Additional Information 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.
At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard.
Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).
Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.
If you require assistance or accommodation throughout any part of the interview and selection process, please contact ****** and we will be happy to help.