Product Technical Support – Tier 2

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Assent

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Compliance • SaaS • Enterprise

Assent is a leading provider of supply chain sustainability management solutions aimed at helping manufacturers comply with product compliance regulations. Their platform offers automated solutions for product compliance, ESG (Environmental, Social, Governance), and trade compliance, facilitating transparency and risk management within complex supply chains. By leveraging data and industry expertise, Assent enables clients to mitigate risks related to compliance and enhance operational efficiency.

501 - 1000 employees

Founded 2010

📋 Compliance

☁️ SaaS

🏢 Enterprise

💰 $350M Series D on 2022-01

📋 Description

• Responsible for providing advanced technical support to customers and internal users. • Troubleshooting complex technical issues and offering solutions. • Ensuring customer satisfaction. • Communicate proactively to internal end-users regarding expected or identified issues. • Find path to reproducing and clearly defining identified product issues raised by clients and suppliers. • Effectively manage Product Support Tier 2 queue by updating cases and tracking interactions. • Responsible for creation and updating of Jira tickets related to reported bugs. • Collaborate with other departments to resolve customer issues and improve product functionality. • Assist in developing and updating technical support documentation and knowledge base articles.

🎯 Requirements

• Great verbal and written communication skills, primarily in English, able to summarize information clearly and concisely • Bachelor's Degree/Higher Diploma from a recognized learning institution or relevant experience • 3+ years of experience in a technical support role, with at least 1 year in a Tier 1 or higher position. • Strong technical background with proficiency in troubleshooting and resolving complex technical issues. • Proficiency in using advanced troubleshooting tools e.g SQL, API. • Proficiency in using ticketing systems (e.g. Salesforce, JIRA) and remote support tools. • Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams. • Strong customer service orientation and the ability to handle difficult situations with professionalism. • Excellent multitasking skills and ability to thrive in fast-paced environments.

🏖️ Benefits

• vacation time that increases with tenure • comprehensive benefits packages (details vary by country) • life leave days • competitive base salary • corporate bonus program • retirement savings options • flexible work options • volunteer days • professional development days