Customer Support Tier 1

Who we areSe anima a todos los posibles solicitantes a que se desplacen y lean la descripción completa del puesto antes de presentar su candidatura.Aizonis 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 expertiseOur missionis 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 PositionThe 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.Report to: Director of Customer Support.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 elevate more complex issues as needed. The ideal candidate has a strong customer service background, technical aptitude, and a dedication to continuous learning.Rotation ShiftThe shift runs from 7:00 AM to 4:00 PM 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)ResponsibilitiesRespond 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 updatesKnowledge And Experience3+ 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 elevate 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 plusSkillsProficient 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 developmentWhat We OfferUnique opportunity to join our company as it scales with excellent market traction and huge potential to grow globallyCompetitive Salary (according to your experience/skills)Equity, bonuses, and generous stock optionsFlexible schedule - Intensive FridaysLanguage one-to-one training coursesCompetitive healthcare plans and benefits - Medical & Dental InsuranceInternal training and certifications planFlexible Remuneration OptionsCareer plan and scheduled salary reviewsMonthly team-building activitiesTop-notch “tech pack” – We are Mac loversAn open and collaborative work environment with a young and dynamic team and a very international cultureAn opportunity for personal and professional growth, supported by stellar investors and the exciting challenges that come with joining a company at the start of its growth trajectoryJoin our team and significantly impact our company's growth and success as we shake the pharmaceutical manufacturing industry. Apply now and be part of our journey to transform the way pharmaceutical companies operate.We are dedicated to maintaining an inclusive workplace in which all employees are treated with respect and are able to contribute meaningfully to society. Our organization brings together professionals from diverse backgrounds, representing more than 28 nationalities, and we take pride in being an equal‑opportunity employer. xsgfvud Employment decisions are based exclusively on qualifications, merit, and business requirements. Applicants who require assistance or accommodation due to a disability may contact us at .#J-18808-Ljbffr