Product Technical Support (Tier 1)

About the role

The Tier 1 Product Technical Support Analyst is the first point of contact for Assent Compliance’s mid‑market customers and suppliers. You will handle inbound and outbound inquiries through calls, webforms, email, live chat and screen‑share sessions, ensuring timely and high‑quality support.

Key responsibilities

• Serve as the first responder to support requests, managing cases from initial contact to resolution.
• Engage with clients and suppliers professionally to enhance the customer experience.
• Use troubleshooting tools, basic SQL queries and AI‑driven insights to identify root causes.
• Document all interactions, steps and resolutions thoroughly.
• Resolve routine to moderately complex issues using established processes and creative problem‑solving.
• Escalate complex product defects or high‑impact cases to Tier 2.
• Provide multi‑channel support via email, phone, chat and screen‑share.
• Meet performance metrics such as first‑response time under 2 hours and quality rating ≥95 %.
• Participate in training and knowledge‑sharing sessions.
• Collaborate with peers and higher‑tier teams in “swarm” sessions.
• Manage your queue efficiently, updating cases with progress.
• Work varied shifts, including evenings and weekends, to support a global 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 experience in a software or technical support role.
• Self‑starter with strong time‑management and prioritisation.
• Ability to collaborate effectively with colleagues.
• Strong problem‑solving mindset and technical curiosity.
• Basic understanding of SQL for database queries.
• Experience reproducing technical issues in various environments.

Required skills

• SQL
• Troubleshooting tools
• Ticket management system
• MS Office Suite
• Google Applications

What we offer

• Competitive base salary with bonus program and retirement savings options.
• Comprehensive benefits package, vacation time increasing with tenure, and life‑leave days.
• Flexible work options, volunteer days and corporate giving initiatives.
• Professional development days and continuous learning opportunities.