{"id":361465,"url":"https://alion.io/job/assent-product-technical-support-t1-2","title":"Product Technical Support (T1)","company":{"id":2444,"name":"Assent","domain":"assent.com","url":"https://alion.io/company/assent","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Eldoret, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-02T15:41:46Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-11-03T11:25:57Z","board_verified":true,"closed_at":null,"days_open":61,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":61},"description":"Assent empowers manufacturers and distributors with the intelligence to build sustainable products, meet global compliance requirements and drive better business outcomes.\nAt the center of our offering is the Assent Network, the industry’s most complete Product Intelligence Network, bringing together trusted parts and supplier intelligence, advanced AI and deep regulatory expertise to help organizations identify risk, make informed decisions and stay ahead of evolving requirements.\nTrusted by more than 1,000 customers worldwide, Assent helps organizations stay ahead of evolving regulations across areas including responsible sourcing, human rights due diligence, PFAS reporting, Digital Product Passports, and other emerging requirements. Our platform empowers manufacturers to navigate change with confidence while building stronger supplier relationships and driving measurable business value.\nWith more than 1000 team members across India, North America, Malaysia, the European Union, and Kenya, Assent brings together global expertise, diverse perspectives, and a shared commitment to innovation. Our hybrid work model enables teams to collaborate across regions while staying connected to the communities where they live and work. As a certified B Corporation, we meet rigorous standards of social and environmental performance, transparency, and accountability, reflecting our commitment to creating lasting value for our customers, our people, and the planet.\nPeople First. Technology Forward.\nOur commitment to People, Culture & Community (PCC) is rooted in building a diverse, inclusive, and high-performing team. We recruit and retain team members with a range of backgrounds, experiences, and perspectives, while fostering a culture of belonging where all Assentees are respected, supported, and empowered to contribute.\nAs we continue to embed AI into how we work, we do so thoughtfully, enhancing human potential, supporting better decision-making, and prioritizing appropriate oversight, privacy, and fairness.\nAt Assent, we value your privacy and are committed to maintaining transparency in how we handle your personal information. As part of our talent acquisition and management processes, we may use AI technologies to support activities such as resume screening, candidate communication, and talent analytics.\n Position Summary\nReporting 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.\nKey Requirements and Responsibilities\nServe as a first responder to support requests, managing cases from initial contact to resolution\n\nEngage with clients and suppliers in a professional, friendly manner to enhance the customer experience\n\nUse troubleshooting tools, basic SQL queries, and AI-driven insights to identify root causes of issues\n\nDocument all interactions, steps, and resolutions thoroughly for consistent case management\n\nResolve routine to moderately complex issues using established processes and creativity for unique problems\n\nEscalate complex product defects or high-impact cases to Tier 2\n\nContribute to multi-channel support by providing assistance through email, phone, chat, and screen-share\n\nAdhere to set performance metrics (e.g., first response time under 2 hours, quality rating ≥95%)\n\nParticipate in training and knowledge-sharing sessions to stay updated on new features and best practices\n\nCollaborate with peers and higher-tier teams in “swarm” sessions to resolve challenging issues\n\nManage your queue efficiently, consistently updating cases with progress and new information\n\nWork various shifts (including evenings and weekends) to support a global 24/7 operation\n\nFollow corporate security policies and handle data in accordance with regulatory requirements\n\nThis is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.\n Your Knowledge, Skills, and Abilities\nWe strongly value your talent, energy, and passion. It will also be valuable to Assent if you have the following qualifications.\nCommunication Skills: Excellent verbal and written communication skills, primarily in English.\n\nEducational Background: Relevant Bachelor's degree or equivalent experience in Technical Support.\n\nExperience: 1-3 years of experience in a software or technical support role.\n\nSelf-Management: Self-starter with excellent time management skills, able to adhere to deadlines and prioritize tasks effectively.\n\nCollaboration: Working effectively with your colleagues to solve issues and customer inquiries efficiently\n\nProblem-Solving: Fast learner, self-motivated, and dedicated to going the extra mile to solve problems.\n\nDatabase Management: Basic understanding of SQL for querying databases to retrieve information relevant to support cases.\n\nReproducing Technical Issues: Experienced in replicating reported issues in various environments to diagnose and troubleshoot effectively.\n\nLogging Tools and Ticket Management Systems: Skilled in using troubleshooting tools and ticket management systems to track, manage and resolve support tickets.\n\nAdaptability: Highly adaptable and flexible, thriving in a fast-paced, dynamic business environment.\n\nTechnical Curiosity: You have a natural curiosity about technology and AI, constantly seeking to understand how they work and exploring their potential.\n\nDocumentation: Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams.\n\nCritical Thinking: Strong critical thinker, able to suggest, implement, and support efficient and effective solutions.\n\nAttention to Detail: Diligent and detail-oriented, with a high level of accuracy in work.\n\nPerseverance: Demonstrates grit and conscientiousness, consistently working towards providing solutions and achieving excellence.\n\nLifelong Learning: Lifelong learner with a continuous thirst for knowledge and self-improvement.\n\nProficiency in Productivity Tools: Proficient in MS Office Suite, Google Applications, and other office productivity tools.\n\nReasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.\nLife at Assent\nWellness: 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.\nFinancial 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.\nLife 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.\nLifelong 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.","description_format":"text","description_chars":7858,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Hybrid work","Professional development"],"hiring_locations":[{"name":"Kenya","iso":"KE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Security Compliance","ESG & Carbon Accounting Software","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-09-05T19:37:30Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.457,"p_room":0.28,"age_days":61,"expected_fill_days":22,"reasons":["conf:4","velocity","win:tail","crowd:junior"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/assent-product-technical-support-t1-2","json_url":"https://alion.io/job/assent-product-technical-support-t1-2.json","meta":{"generated_at":"2026-11-03T14:16:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19993,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2444},"rest":"https://alion.io/mcp/rest/get_company?id=2444"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fassent-product-technical-support-t1-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fassent-product-technical-support-t1-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fassent-product-technical-support-t1-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/assent-product-technical-support-t1-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fassent-product-technical-support-t1-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":361465}},{"tool":"search_jobs","arguments":{"company":"assent.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":361465},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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