Customer Support Specialist
hace 5 días
Aetion is a global leader in science-driven technology using real-world evidence to provide innovative healthcare solutions. Our mission is to deliver better outcomes to patients, medical professionals, and clients.
Job DescriptionWe are seeking an exceptional Customer Support Specialist to join our team in Barcelona, Spain. As a key member of our support team, you will be responsible for providing top-notch customer service to our clients and application users.
Responsibilities:- Respond to and close customer tickets for product and scientific support using our ticketing system.
- Manage support operations by acting as an internal point of contact for process questions and managing support rotation.
- Lead process improvement initiatives, collect feedback from support colleagues, and identify areas for improvement.
- 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.
To be successful in this role, you will need:
- 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.
The salary for this position is estimated to be around €40,000 per year, depending on experience. We also offer a range of benefits, including a daily in-office lunch stipend, a fully stocked kitchen, and relocation support to Barcelona.
About UsAetion is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. We strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve.
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