Support Specialist

hace 3 semanas

Barcelona, Barcelona, España Aetion A tiempo completo
About Aetion

Aetion is a global leader in science-driven technology, using real-world evidence to provide innovative healthcare solutions. Our Discover and Substantiate applications, powered by the Aetion Evidence Platform, are used to evaluate the safety, effectiveness, and value of medications, delivering better outcomes to patients, medical professionals, and clients.

Headquartered in the US, Aetion has expanded throughout Europe with a Research and Development Hub in Barcelona. Our team is passionate about using data to drive better healthcare decisions.

Job Description

We are seeking a highly skilled Support Specialist to join our team. As a Support Specialist, you will provide exceptional customer service to Aetion's clients and application users, focusing on resolving bugs, incidents, requests, and how-to questions in a timely manner.

The Support team sits at the intersection of Aetion's Product, Science, and Engineering teams, offering the opportunity to gain deep expertise in Aetion's innovative analytical solutions, interface with customers, and expand your scientific knowledge.

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, managing support rotation, and identifying 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.
  • Be available for occasional on-call coverage on weekday evenings.
Qualifications
  • 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.

We are an Equal Opportunity Employer and are committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disabled status or genetic information.

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