Join to apply for the
Customer Support Tier 1 - NAM (3 pm - 12 am)
role at
AizonContinue with Google Continue with GoogleJoin to apply for the
Customer Support Tier 1 - NAM (3 pm - 12 am)
role at
AizonGet AI-powered advice on this job and more exclusive features.Sign in to access AI-powered advices
Continue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleContinue with Google Continue with GoogleWho we are
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 betterWe’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 staffWe’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 Aizonat Aizon is the first point of contact for customers, providing high-quality, white-glove support to ensure the best possible customer experience.
The team operates 24x7 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 3:
00 PM to 12:
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 mannerProvide troubleshooting and technical assistance to resolve common issues related to our softwareEnsure 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 supportedStrive to obtain the best possible customer satisfaction scores by focusing on delivering a white glove support experienceEscalate complex issues to Tier 2 or specialized teams when necessaryLog and document customer interactions and issues in our ticketing systemEnsure accurate categorization and prioritization of support ticketsIdentify common customer issues and contribute to the development and updating of our user manual and suggest improvements to internal documentation based on customer feedbackGather 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 improvementsMonitor system alerts and proactively reach out to customers who might be affected by known issues or outagesSupport quality control efforts by contributing to regression and exploratory testing to help identify issues before releasesCollaborate with customers to create and refine recipes that align with their specific use cases and production needsEnsure customers are informed about maintenance schedules and software updates
Knowledge And Experience
3+ years of experience in a technical support environmentExperience working with ticketing systems and managing workflows to meet critical SLAsExperience working in a team-oriented environment, with the ability to escalate and collaborate with higher-tier support teamsBasic understanding of software applications, cloud technologies, and SaaS platformsFamiliarity with common operating systems (Windows, macOS, Linux) and web browsersAbility to troubleshoot common connectivity, performance, and configuration issuesExperience supporting technical users or enterprise customers, ideally in regulated environments (e.G., pharma, manufacturing)Familiarity with ITIL processes or structured support methodologiesPrevious experience with tools such as Jira Service Management, Zendesk, or ServiceNowExperience 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 verbalStrong communication skills, with the ability to explain technical concepts to non-technical usersSkilled at diagnosing and troubleshooting basic technical issues, with a clear understanding of common customer-facing software problems and how to resolve themCapable of managing multiple customer requests simultaneously while prioritizing tasks effectivelyQuick to learn and adapt to new software tools and internal systemsActive contributor in team discussions and collaborative problem-solvingMotivated to stay informed on product updates, new features, and relevant industry trendsReceptive 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 schedule & Intensive Fridays
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
jobs@aizon.aiseniority level
Seniority level Not ApplicableEmployment type
Employment type Full-timeJob function
Job function OtherIndustries IT Services and IT ConsultingReferrals increase your chances of interviewing at Aizon by 2xSign in to set job alerts for “Customer Support Tier 1 - NAM (3 pm - 12 am)” roles.
Continue with Google Continue with GoogleContinue with Google Continue with GoogleConstruction Project Manager para Zanzibar
Greater Sabadell Metropolitan Area 3 weeks agoGreater Sabadell Metropolitan Area 3 weeks agoEvents & Activations Project Manager (Barcelona)
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr