• You’ll help customers, solve problems, escalate issues when necessary, and maintain high-quality communication at all times. • We look for individuals who are empathetic, proactive, solution-oriented, dependable, critical thinkers, and willing to work hard to create great experiences.

• Respond to customer inquiries via email, chat, or phone** • Solve problems quickly using provided SOPs and judgment** • Maintain accurate records in the CRM or support tools** • Escalate complex cases to internal teams** • Support onboarding, troubleshooting, and follow-up processes** • Prepare support summaries or reports as needed** • Maintain a high standard of written and verbal communication** • Look for patterns and suggest improvements to the support process

• support the Supplier 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, 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 • Mandarin (Chinese) Language support is 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 • Be familiar with corporate security policies and follow the guidance set out by processes and procedures

• Handle all types of client support tickets, aiming to respond within a 2-hour SLA and escalating issues when appropriate. • Investigate, troubleshoot, and resolve issues, recognizing that some cases require deeper analysis and follow-up. • Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required. • Assist with check-in calls when other team members are unavailable. • Manage shared email inbox coverage during team member absences to ensure continuity of support. • Complete full system setups for new clients, including configuration, testing, and support during trainings to ensure a smooth rollout. • Set up and manage recurring inspections for clients. • Create, update, and maintain inspection templates based on client needs. • Ensure existing clients are kept up to date with system changes, enhancements, or required updates. • Assist with updating make-ready boards, including adding, removing, or modifying columns. • Support clients with Engrain maps as needed. • Perform audits to identify missing data, configurations, or setup items and address them accordingly. • Ensure coin winners or incentive recipients are contacted in a timely manner. • Assist with audits or internal checks as requested. • Remain flexible and available to learn new tools, processes, or workflows to support the team wherever needed. • Handle last-minute or unexpected requests that may arise, maintaining a positive and solution-oriented approach.