Open Roles at Assent

Position Summary 

• 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. 

​​​​​​​Your Knowledge, Skills, and Abilities

• 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.
• Adaptability: Highly adaptable and flexible, thriving in a fast-paced, dynamic business environment.
• Technical Curiosity: You have a natural curiosity about technology and AI, constantly seeking to understand how they work and exploring their potential.
• Documentation: Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams.
• Critical Thinking: Strong critical thinker, able to suggest, implement, and support efficient and effective solutions.
• Attention to Detail: Diligent and detail-oriented, with a high level of accuracy in work.
• Perseverance: Demonstrates grit and conscientiousness, consistently working towards providing solutions and achieving excellence.
• Lifelong Learning: Lifelong learner with a continuous thirst for knowledge and self-improvement.
• Proficiency in Productivity Tools: Proficient in MS Office Suite, Google Applications, and other office productivity tools.

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Position Summary

• The Supplier (Customer) Support Associate will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client’s supply chains.

Key Requirements and Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided;
• Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests;
• Handle emails and chats  from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through  a multi channel approach including emails, chats and conference calls, supplier education and webinar invites;
• Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues
• Validate and ensure Quality Assurance for compliance data provided by our suppliers; 
• Act as a peer mentor to Supplier Support Agents as required;
• Keep up to date with new regulations and changes in Assent’s products to become an expert in your field;

Qualifications

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups; 
• Bachelor’s Degree/Higher diploma from a recognized learning institution; 
• 1-2 years related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres);
• Solid ability to manage time effectively and juggle multiple priorities at one time;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines

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Job Description

The Customer Support Associate will support the Support team in obtaining declarations and other important information from non-responsive suppliers in our client’s supply chains.

• Communicate with suppliers through a multi channel approach including emails, phone calls and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided;
• Work directly with top tier suppliers to be a valuable resource to help them respond to their compliance requests;
• Handle inbound calls from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through outbound calls, supplier education and webinar invites;
• Language support (German and English) may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues

Qualifications

• Excellent verbal and written communication skills in German and English
• Related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres);
• Solid ability to manage time effectively and juggle multiple priorities at one time;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines;