Customer Support Tier 2 - NAM (5pm-2am)
Aizon
Customer Service
Barcelona, Spain · Remote
Posted on Oct 1, 2024
Who we are
Aizon is 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 who are 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 better.
- We’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 staff.
- We’re backed by both industry and software investor firms like NewVale Capital, Atlantic Bridge, Danaher, Honeywell, CrossLink, and UnCork, with solid industry and technology expertise.
Our mission is 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 position
The Tier 2 Support Agent at Aizon is essential 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 role 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. The ideal candidate has strong technical expertise, a customer-centric mindset, and is dedicated to continuous learning. This position may require participation in an on-call rotation to cover night shifts as needed.
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.
- Keep customers informed about resolution timelines, system outages, and maintenance updates.
- Collaborate with cross-functional teams to drive improvements based on customer feedback and technical insights.
- Coordinate with customers to schedule software releases, communicate release notes, and align with the customer on the dates/times to do deployments meeting the contractual terms.
- Participate in an on-call rotation to provide night shift coverage as needed.
Knowledge and experience
- 3+ years of experience in a technical support role, ideally Tier 1 with a transition into Tier 2 or a similar role involving advanced troubleshooting.
- Knowledge of some of the following: Typescript: Node.js, React; AWS Lambda; AWS DocumentDB; AWS CloudWatch (logs, metrics, trace); SSO, SAML.
- Proficiency with ticketing systems and managing escalations in alignment with SLAs.
- Advanced understanding of software applications, cloud technologies, and SaaS platforms.
- Experience in a fast-paced, team-oriented environment with collaboration across different support tiers and teams.
You will work with (but don't need to know about them all)
- Typescript: Node.js, React
- AWS Lambda
- AWS DocumentDB
- AWS CloudWatch (logs, metrics, trace)
- SSO, SAML
Skills
- Proficient in English (C Level)
- Strong communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Excellent troubleshooting skills, capable of diagnosing complex software and technical issues.
- Ability to manage multiple escalated tickets and prioritize tasks efficiently.
- Keen attention to detail, particularly in documenting issues and solutions.
- Ability to work independently and escalate issues when necessary, while also collaborating effectively with other teams.
- A proactive attitude towards continuous learning, keeping up-to-date on product features, updates, and industry trends.
- Willingness to participate in team meetings, and training sessions, and contribute to the ongoing improvement of the support department.
What We Offer
💼 Unique opportunity to join our company as it scales with great market traction and huge potential to continue growing
💰 Competitive salary in the sector and scheduled performance/salary reviews
📈 Stock Options
🏥 Private Medical & Dental Insurance
🎓 Internal Training & Certifications
🚀 Professional development and collaborative environment
⏰ Flexible schedule & Intensive Fridays
🚗 Flexible Remuneration Options
🗣️ Language Training Courses
🎉 Monthly Team Building Activities
We are committed to providing an inclusive environment where all employees feel mutual respect and are contributing to the good of society. We are a group of creators with diverse backgrounds (over 16 different citizenships in our company) and are proud to be an equal-opportunity workplace. All employment is decided based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, you may contact us at jobs@aizon.ai