Customer Support Tier 1 - APAC (11 pm -8 am)

Aizon AI; Barcelona; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

Aizon AI is seeking a motivated Tier 1 Support Agent to provide high-quality, white-glove customer support. This role involves troubleshooting technical issues and maintaining customer satisfaction while working within a diverse and inclusive environment. Join Aizon to contribute to growth in the life sciences industry with innovative AI solutions.

Servicios

Stock Options

Private Medical & Dental Insurance

Internal Training & Certifications

Flexible Remuneration Options

Language Training Courses

Formación

• 3+ years of experience in a technical support environment.
• Experience working with ticketing systems while meeting SLAs.
• Proficient in English (C-level), both written and verbal.

Responsabilidades

• Respond to customer inquiries via email in a timely manner.
• Provide troubleshooting and technical assistance.
• Log and document customer interactions and issues.

Conocimientos

Technical support

Customer service

Troubleshooting

Communication

Herramientas

Jira Service Management

Zendesk

ServiceNow

Descripción del empleo

Aizon is a software-as-a-service provider that transforms manufacturing operations in life science industries using advanced analytics and artificial intelligence.

Following our recent Series C round of growth funding, we are looking for ambitious new team members motivated to directly impact our future growth and success as we launch what we consider “Aizon 3.0”. Aizon is helping pharma manufacturers and CDMOs make better decisions in GMP operations.

• What makes us different from other manufacturing platforms? We help operations leaders and engineers avoid endless cycles of chasing data in disparate and heavy-handed systems and rapidly understand how to run their manufacturing processes better.
• We’re solving multiple problems in GMP operations that cost manufacturers millions yearly while accelerating their digital maturity journey. One of our unique capabilities is the ability to operationalize the use of predictive AI models in real-time without a big data science staff.
• We’re backed by both industry and software investor firms like NewVale Capital, Atlantic Bridge, Danaher, Honeywell, CrossLink, and UnCork, with solid industry and technology expertise.

Our mission is to improve global health by optimizing how medicines are manufactured so that pharma and biotech companies can provide patients worldwide with the right medicine at the right time and price.

Join us if you are motivated to directly impact our company's success and growth path forward and, more importantly, by positively contributing to the life science industry and deserving patients worldwide.

The position

The Tier 1 Support Agent at Aizon is the first point of contact for customers, providing high-quality, white-glove support to ensure the best possible customer experience. This team will run 24x5, including Public Holidays.

This role involves responding to inquiries and troubleshooting technical issues, all while maintaining a focus on achieving top-tier customer satisfaction. The agent will also document interactions, contribute to our user manual and internal documentation, and escalate more complex issues as needed.

The ideal candidate has a strong customer service background, technical aptitude, and a dedication to continuous learning. This position may require participation in an on-call rotation to cover night shifts as needed.

Rotation Shift

The shift runs from 11 : 00 PM to 8 : 00 AM and follows a rotating schedule :

• Week 1 : Tuesday, Wednesday, Thursday and Friday (4 days)
• Week 2 : Monday, Wednesday, Thursday, Friday, Saturday and Sunday (6 days)

Responsibilities

• Respond to customer inquiries via email in a timely and professional manner.
• Provide troubleshooting and technical assistance to resolve common issues related to our software.
• Ensure that all customer interactions and ticket resolutions meet Aizon’s Service Level Agreements (SLAs).
• Go above and beyond in assisting customers, ensuring that their issues are resolved thoroughly and that they feel valued and supported.
• Strive to obtain the best possible customer satisfaction scores by focusing on delivering a white glove support experience.
• Escalate complex issues to Tier 2 or specialized teams when necessary.
• Log and document customer interactions and issues in our ticketing system.
• Ensure accurate categorization and prioritization of support tickets.
• Identify common customer issues and contribute to the development and updating of our user manual and suggest improvements to internal documentation based on customer feedback.
• Gather and document customer feedback regarding the software’s performance, features, and user experience, sharing the feedback with our product and development teams to help drive improvements.
• Monitor system alerts and proactively reach out to customers who might be affected by known issues or outages.
• Support quality control efforts by contributing to regression and exploratory testing to help identify issues before releases.
• Collaborate with customers to create and refine recipes that align with their specific use cases and production needs.
• Ensure customers are informed about maintenance schedules and software updates.

Knowledge and experience

• 3+ years of experience in a technical support environment.
• Experience working with ticketing systems and managing workflows to meet critical SLAs.
• Experience working in a team-oriented environment, with the ability to escalate and collaborate with higher-tier support teams.
• Basic understanding of software applications, cloud technologies, and SaaS platforms.
• Ability to troubleshoot common connectivity, performance, and configuration issue
• Experience supporting technical users or enterprise customers, ideally in regulated environments (e.g., pharma, manufacturing).
• Familiarity with ITIL processes or structured support methodologies.
• Previous experience with tools such as Jira Service Management, Zendesk, or ServiceNow.
• Experience reading and interpreting technical documentation, logs, or simple API responses (e.g., JSON).
• Contributions to knowledge bases or internal documentation are a plus.

Skills

• Proficient in English (C-level), both written and verbal.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Skilled at diagnosing and troubleshooting basic technical issues, with a clear understanding of common customer-facing software problems and how to resolve them.
• Capable of managing multiple customer requests simultaneously while prioritizing tasks effectively.
• Quick to learn and adapt to new software tools and internal systems.
• Active contributor in team discussions and collaborative problem-solving.
• Motivated to stay informed on product updates, new features, and relevant industry trends.
• Receptive to continuous training and professional development.

What We Offer

Unique opportunity to join our company as it scales with great market traction and huge potential to continue growing

Competitive salary in the sector and scheduled performance / salary reviews

Stock Options

Private Medical & Dental Insurance

Internal Training & Certifications

Professional development and collaborative environment

Flexible Remuneration Options

Language Training Courses

Top-notch "tech pack" – We are Mac lovers!

Monthly Team Building Activities

We are committed to providing an inclusive environment where all employees feel mutual respect and are contributing to the good of society. We are a group of creators with diverse backgrounds (over 27 different citizenships in our company) and are proud to be an equal opportunity workplace. All employment is decided based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, you may contact us at

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