Customer Support Tier 1 - NAM (3 pm - 12 am)

Aizon; Barcelona; Presencial; EUR 28.000 - 38.000; Jornada completa

Descripción de la vacante

Aizon is seeking a Tier 1 Support Agent to provide exceptional customer support in a 24x7 environment. The role involves troubleshooting, documenting interactions, and ensuring customer satisfaction. Join a dynamic team dedicated to improving life science manufacturing.

Servicios

Stock Options

Private Medical Insurance

Dental Insurance

Internal Training

Professional Development

Flexible Remuneration

Language Courses

Monthly Team Activities

Formación

• At least 3 years in a customer-facing role, ideally in technical support.
• Experience with ticketing systems and managing workflows.

Responsabilidades

• Respond to customer inquiries via email promptly and professionally.
• Provide troubleshooting and technical assistance related to our software.
• Log and document customer interactions and issues in our ticketing system.

Conocimientos

Communication

Troubleshooting

Technical Support

Prioritization

Herramientas

Ticketing Systems

Descripción del empleo

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

Following our recent Series C funding round, we are looking for ambitious new team members motivated to impact our growth as we launch Aizon 3.0. We help pharma manufacturers and CDMOs improve GMP operations for better decision-making.

What makes us different? We help operations leaders and engineers avoid endless data chasing in disparate systems and quickly understand how to optimize manufacturing processes.

We address multiple GMP operational challenges that cost manufacturers millions annually, while accelerating their digital maturity. Our unique capability includes operationalizing predictive AI models in real-time without requiring a large data science team.

We are backed by industry and software investors like NewVale Capital, Atlantic Bridge, Danaher, Honeywell, CrossLink, and UnCork, bringing solid industry and tech expertise.

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

Join us if you're motivated to contribute to our success and growth, and more importantly, to the life science industry and 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 an excellent customer experience. This team operates 24x7, including public holidays.

This role involves responding to inquiries, troubleshooting technical issues, and 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 complex issues as needed.

The ideal candidate has a strong customer service background, technical aptitude, and a dedication to continuous learning.

The work schedule is Thursday to Monday (Tuesday and Wednesday off).

Responsibilities

• Respond to customer inquiries via email promptly and professionally.
• Provide troubleshooting and technical assistance related to our software.
• Ensure all interactions and ticket resolutions meet Aizon's SLAs.
• Assist customers thoroughly, ensuring their issues are resolved and they feel valued.
• Aim for high customer satisfaction scores by delivering white-glove support.
• Escalate complex issues to Tier 2 or specialized teams when necessary.
• Log and document customer interactions and issues in our ticketing system.
• Prioritize and categorize support tickets accurately.
• Identify common issues and contribute to updating our user manual and internal docs based on feedback.
• Share customer feedback on software performance and features with product teams.
• Monitor system alerts and proactively contact customers affected by known issues or outages.
• Inform customers about maintenance schedules and updates.
• Participate in on-call rotations for night shift coverage as needed.

Knowledge and Experience

• At least 3 years in a customer-facing role, ideally in technical support or help desk.
• Experience with ticketing systems and managing workflows to meet SLAs.
• Experience working collaboratively with higher-tier support teams.
• Basic understanding of software applications, cloud tech, and SaaS platforms.

Skills

• Excellent communication skills; able to explain technical concepts to non-technical users.
• Basic troubleshooting skills for common software issues.
• Ability to handle multiple requests and prioritize tasks efficiently.
• Quick learner of new software tools.
• Willing to participate in team meetings and contribute to goals.
• Committed to staying updated on product features and industry trends.
• Open to ongoing training and professional development.

What We Offer

A unique opportunity to join a growing company with strong market traction and potential.

Competitive salary with periodic reviews.

Stock options, private medical & dental insurance, internal training, professional development, flexible remuneration, language courses, and monthly team activities.

We foster an inclusive environment with diverse backgrounds (over 25 nationalities) and are an equal opportunity workplace. Employment decisions are based on qualifications, merit, and business needs. For accommodations due to disability, contact us at [contact info].