Advanced Technical Support Specialist for Life Science Manufacturing

hace 3 semanas


Barcelona, Barcelona, España Aizon A tiempo completo

Company Overview
Aizon is a software-as-a-service provider that revolutionizes manufacturing operations in life science industries by harnessing the power of advanced analytics and artificial intelligence. Our recent Series C round of growth funding has propelled us forward, and we are now seeking ambitious new team members who are eager to drive our future growth and success as we embark on what we consider Aizon 3.0.
We are helping pharma manufacturers and CDMOs make better decisions in GMP operations by providing a platform that helps operations leaders and engineers avoid endless cycles of chasing data in disparate systems and rapidly understand how to run their manufacturing processes better.

Job Description

The Tier 2 Support Agent at Aizon plays a crucial role in delivering advanced technical support, serving as the primary escalation point for Tier 1 agents, and coordinating with the Engineering team when needed while ensuring high-quality and white-glove service for our customers. This position requires more in-depth troubleshooting and problem-resolution skills, as well as a deeper understanding of our software. The team operates 24x5, including Public Holidays, and the agent will be responsible for resolving more complex customer issues and contributing to the continuous improvement of our support processes.

Responsibilities
  • Handle escalated customer inquiries and issues from Tier 1, providing advanced troubleshooting and solutions.
  • Provide in-depth technical assistance to resolve more complex software issues, minimizing the need for further escalation.
  • Ensure that all escalated customer interactions and ticket resolutions meet Aizon's Service Level Agreements (SLAs).
  • Take ownership of critical or high-impact issues, ensuring timely and thorough resolutions while maintaining excellent customer satisfaction.
  • Identify recurring or systemic issues, working closely with product and development teams to provide feedback and suggest solutions.
  • Assist in developing and improving internal and customer-facing documentation, particularly regarding more technical aspects of the software.
  • Contribute to training and mentoring of Tier 1 agents, sharing knowledge, and providing guidance on common technical issues.
  • Monitor system alerts and proactively address potential issues before they affect customers, providing preemptive solutions where possible.
What We Offer

We are offering a unique opportunity to join our company as it scales with great market traction and huge potential to continue growing. Our competitive salary is around $110,000 per year, with scheduled performance/salary reviews. Additionally, we offer Stock Options, Private Medical & Dental Insurance, Internal Training & Certifications, Professional development and collaborative environment, Flexible schedule & Intensive Fridays, Flexible Remuneration Options, and Language Training Courses. We value diversity and equality in the workplace, and we strive to create an inclusive environment where all employees feel mutual respect and are contributing to the good of society.



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