Product Support Tier 1 Analyst - Remote

About the Role

Assent is seeking a dedicated Product Support Tier 1 Analyst - Remote to join our team. In this role, 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. This is a fantastic opportunity to work with a leading solution provider for supply chain sustainability, recognized for crossing the US$100M ARR mark.

What You'll Do

• Serve as a first responder to support requests from customers and suppliers.
• Engage with clients to enhance their experience and satisfaction.
• Utilize troubleshooting tools and basic SQL queries to identify and resolve issues.
• Document all interactions for consistent case management and follow-up.
• Resolve routine to moderately complex issues creatively and effectively.
• Escalate complex cases to Tier 2 support when necessary.
• Provide assistance through multiple channels including email, phone, and chat.
• Adhere to performance metrics for support response times and quality.
• Participate in training and knowledge-sharing sessions to improve team performance.
• Manage your queue efficiently and ensure cases are updated 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.
• Strong self-management and time management skills.
• Ability to collaborate effectively with colleagues and clients.
• 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.

Nice to Have

• Experience in customer service within a SaaS environment.
• Familiarity with supply chain sustainability concepts.
• Knowledge of regulatory compliance standards.

What We Offer

• 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.