Product Support T1

Assent is the leading AI native platform for supply chain sustainability and compliance, trusted by complex manufacturers and distributors around the world. Built and backed by experts who have led global compliance programs, our unified platform combines advanced AI, regulatory expertise, and the world’s largest supply chain data network to help organizations reduce risk, lower operational costs, and build trust across every tier of the value chain.

Requirements

• 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

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
• Opportunities to get involved in corporate giving initiatives
• Professional development days