Product Technical Support - Tier 1

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Reporting to the Manager of Product Technical Support Tier 1, you will be the first point of contact for Assent Compliance’s midmarket customers and suppliers. You’ll handle inbound and outbound support inquiries via calls, webforms, emails, live chat, and screen-share sessions. As a Tier 1 Technical Analyst, you will play an integral role in ensuring customer success by providing timely, high-quality support and maintaining detailed documentation in a regulatory compliance environment. This position emphasizes both adherence to established processes and the creative problem-solving skills necessary to resolve unique or complex user issues.

KEY REQUIREMENTS AND RESPONSIBILITIES 

• Serve as a first responder to support requests, managing cases from initial contact to resolution
• Engage with clients and suppliers in a professional, friendly manner to enhance the customer experience
• Use troubleshooting tools, basic SQL queries, and AI-driven insights to identify root causes of issues
• Document all interactions, steps, and resolutions thoroughly for consistent case management
• Resolve routine to moderately complex issues using established processes and creativity for unique problems
• Escalate complex product defects or high-impact cases to Tier 2
• Contribute to multi-channel support by providing assistance through email, phone, chat, and screen-share
• Maintain a CSAT target of ≥90% by communicating clearly and empathetically with customers
• Adhere to set performance metrics (e.g., first response time under 2 hours, quality rating ≥95%)
• Participate in training and knowledge-sharing sessions to stay updated on new features and best practices
• Collaborate with peers and higher-tier teams in “swarm” sessions to resolve challenging issues
• Manage your queue efficiently, consistently updating cases with progress and new information
• Work various shifts (including evenings and weekends) to support a global 24/7 operation
• Follow corporate security policies and handle data in accordance with regulatory requirements

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: 1-3 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.
• Collaboration: Working effectively with your colleagues to solve issues and customer inquiries efficiently
• 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.

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 [email protected] and we will be happy to help.