Senior Support Specialist

hace 2 días

Barcelona, Barcelona, España Aetion A tiempo completo
Aetion Support Specialist Job Description

We are seeking a highly skilled Support Specialist to join our team at Aetion. As a Support Specialist, you will play a critical role in providing exceptional customer service and support to our clients and application users.

Key Responsibilities:
  • Respond to and close customer tickets for product and scientific support using Aetion's ticketing system.
  • Manage support operations by acting as an internal point of contact for process questions and managing support rotation.
  • Collaborate with our Product, Engineering, and Science teams to diagnose, resolve, and escalate bugs.
  • Create reports from key metrics in the ticketing system and develop action plans to improve Support team performance.
Requirements:
  • Bachelor's degree in computer science, engineering, or a scientific field.
  • 1+ year of experience in a software engineering, research, or analytic role.
  • 1+ year of experience in a client-facing or product support role.
  • 1+ year of experience with a SaaS platform or strong demonstration of SaaS platform troubleshooting skills.
Preferred Qualifications:
  • Enthusiasm about customer service and problem-solving.
  • Familiarity with epidemiology and/or biostatistics methods.
  • Exceptional organizational, prioritization, and time-management skills.
  • Strong attention to detail.

We are excited to meet people who believe in Aetion's mission and can contribute to our team in a variety of ways. If you are passionate about customer service and problem-solving, we encourage you to apply.

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