Product Technical Support (Tier 1) Analyst

About the role

As a Tier 1 Technical Analyst, you will be the first point of contact for Assent Compliance’s mid‑market customers and suppliers, handling support inquiries across multiple channels.

Key responsibilities

• Respond to support requests, managing cases from initial contact to resolution.
• Use troubleshooting tools, basic SQL queries, and AI‑driven insights to identify root causes.
• Document interactions, steps, and resolutions thoroughly.
• Resolve routine to moderately complex issues and escalate complex cases to Tier 2.
• Provide multi‑channel support via email, phone, chat, and screen‑share.
• Maintain performance metrics such as first response time under 2 hours and quality rating ≥95%.
• Participate in training, knowledge‑sharing sessions, and “swarm” collaborations.
• Work various shifts, including evenings and weekends, to support a 24/7 operation.

Required profile

• Excellent verbal and written communication skills in English.
• Bachelor’s degree or equivalent experience in technical support.
• 1‑3 years of software or technical support experience.
• Self‑starter with strong time‑management and problem‑solving abilities.
• Adaptable to a fast‑paced, dynamic environment.

Required skills

• Basic SQL for querying databases.
• Proficiency with ticket management and troubleshooting tools.
• Experience replicating technical issues in various environments.
• Proficient in MS Office Suite and Google Applications.

What we offer

• Wellness benefits including vacation time that increases with tenure and comprehensive health packages.
• Competitive base salary, corporate bonus program, and retirement savings options.
• Flexible work options, volunteer days, and corporate giving initiatives.
• Professional development days and lifelong learning opportunities.