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
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
This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.