Product Technical Support - Tier 2
AssentCompany Description
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, Pune and Amsterdam, you can expect to come into the office 1-3 days a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.
Job Description
Reporting to the Manager, Product Technical Specialist, the Product Technical Support Tier 2 is responsible for providing advanced technical support to customers and internal users. This role involves troubleshooting complex technical issues, offering solutions, and ensuring customer satisfaction. The ideal candidate will have strong technical expertise, excellent problem-solving skills, coaching skills and the ability to work independently and as part of a team.
Advanced Troubleshooting: Responsible for the advanced troubleshooting of technical issues or user reported problems
In-Depth Issue Understanding: Work with the end-users (such as our clients, suppliers, and internal super users) or Tier 1 colleagues to understand product issues more in-depth
Proactive Communication: Communicate proactively to internal end-users regarding expected or identified issues
Queue Management: Effectively manage Product Support Tier 2 queue by updating cases and tracking interactions in the ticketing system for timely responses and accurate records.
Issue Reproduction and Definition: Find path to reproducing and clearly defining identified product issues raised by our clients and suppliers
Logging Tools Utilization: Advanced utilization of logging tools to identify and provide necessary logs for investigation
Issue Summarization: Summarize ongoing product issues for management and Assent leadership
Issue Extrapolation: Identify patterns from reported problems to predict potential widespread issues.
JIRA Ticket Management: Responsible for creation and updating of Jira tickets related to reported bugs
Issue Escalation Cases: Handle escalated customer issues and providing updates on a timely manner.
Knowledge Base Documentation: Assist in developing and updating technical support documentation and knowledge base articles.
Interdepartmental Collaboration: Collaborate with other departments to resolve customer issues and improve product functionality.
Expert Application Use: Become an expert user of Assent Applications
Mentoring and Coaching: Ability to mentor and coach Tier 1 agents by providing guidance on issues
Continuous Learning: Stay up-to-date with product updates, technologies, and best practices to provide high-quality support.
Qualifications
We strongly value your talent, energy, and passion. It will also be valuable to Assent if you have the following qualifications.
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.
Technical Expertise: Strong technical background with proficiency in troubleshooting and resolving complex technical issues.
Proficiency in using advanced troubleshooting tools e.g SQL, API.
Problem-solver who is a fast learner, self-motivated, and willing to go the extra mile
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.
You excel at managing multiple tasks and priorities independently, thriving in fast-paced and dynamic environments with high adaptability and flexibility.
You have a natural curiosity about technology and AI, constantly seeking to understand how they work and exploring their potential.
You are a critical thinker and can suggest, implement, and support efficient and effective workarounds
You are a diligent, detail-oriented, and conscientious individual who consistently works towards providing solutions, achieving excellence, and driving results.
You consider yourself a lifelong learner, you have an insatiable thirst for knowledge, and are always striving to self-improve
You are proficient in the use of MS Office Suite, Google Applications, and other Office productivity tools.
Additional Information
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.