Product Technical Support – Tier 1

About the role

As a Product Technical Support – Tier 1 analyst you will be the first point of contact for Assent’s mid‑market customers and suppliers, delivering prompt assistance across multiple channels. You will work within a regulatory‑compliance focused environment, helping users navigate the Assent Network platform and ensuring successful product intelligence adoption.

Key responsibilities

• Respond to inbound and outbound support requests via phone, email, web‑forms, live chat and screen‑share sessions.
• Diagnose and resolve product‑related issues, escalating complex cases to higher tiers when necessary.
• Document interactions and solutions in the ticketing system with clear, regulatory‑compliant records.
• Collaborate with product, engineering and compliance teams to share customer feedback and improve the platform.
• Maintain up‑to‑date knowledge of Assent’s product suite, compliance regulations and best‑practice support procedures.

Required profile

• Strong communication skills and a customer‑focused mindset.
• Ability to follow defined processes while applying creative problem‑solving.
• Interest in regulatory compliance, sustainability and product intelligence.

Required skills

• Experience with multi‑channel support tools (phone, email, live chat, screen‑share).
• Proficiency in documenting technical issues and solutions.

What we offer

• Opportunity to work in a global, B‑Corporation environment focused on sustainability.
• Hybrid work model supporting collaboration across regions.
• Professional development in a fast‑growing compliance technology company.