CUSTOMER SUPPORT TIER 1 - NAM (3 PM - 12 AM)

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 motivated to directly impact our future growth and success as we launch what we consider Aizon 3.
.
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.
- Were 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.
- Were 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 companys success and growth path forward and more importantly by positively contributing to the life science industry and deserving patients worldwide.
The position The Tier 1 Support Agent at Aizonat Aizon is the first point of contact for customers providing high-quality white-glove support to ensure the best possible customer experience.
The team operates 24x7 including Public Holidays.
This role involves responding to inquiries and troubleshooting technical issues all while maintaining a focus on achieving top-tier customer satisfaction.
The agent will also document interactions contribute to our user manual and internal documentation and escalate more complex issues as needed.
The ideal candidate has a strong customer service background technical aptitude and a dedication to continuous learning.
This position may require participation in an on-call rotation to cover night shifts as needed.
Rotation Shift The shift runs from 3.
PM to AM and follows a rotating schedule.
- Week 1.
Tuesday Wednesday Thursday and Friday (4 days) - Week 2.
Monday Wednesday Thursday Friday Saturday and Sunday (6 days) Responsibilities Respond to customer inquiries via email in a timely and professional manner.
Provide troubleshooting and technical assistance to resolve common issues related to our software.
Ensure that all customer interactions and ticket resolutions meet Aizons Service Level Agreements (SLAs).
Go above and beyond in assisting customers ensuring that their issues are resolved thoroughly and that they feel valued and supported.
Strive to obtain the best possible customer satisfaction scores by focusing on delivering a white glove support experience.
Escalate complex issues to Tier 2 or specialized teams when necessary.
Log and document customer interactions and issues in our ticketing system.
Ensure accurate categorization and prioritization of support tickets.
Identify common customer issues and contribute to the development and updating of our user manual and suggest improvements to internal documentation based on customer feedback.
Gather and document customer feedback regarding the softwares performance features and user experience sharing the feedback with our product and development teams to help drive improvements.
Monitor system alerts and proactively reach out to customers who might be affected by known issues or outages.
Support quality control efforts by contributing to regression and exploratory testing to help identify issues before releases.
Collaborate with customers to create and refine recipes that align with their specific use cases and production needs.
Ensure customers are informed about maintenance schedules and software updates.
Knowledge and experience 3 years of experience in a technical support environment.
Experience working with ticketing systems and managing workflows to meet critical SLAs.
Experience working in a team-oriented environment with the ability to escalate and collaborate with higher-tier support teams.
Basic understanding of software applications cloud technologies and SaaS platforms.
Familiarity with common operating systems (Windows macOS Linux) and web browsers.
Ability to troubleshoot common connectivity performance and configuration issues.
Experience supporting technical users or enterprise customers ideally in regulated environments (e.
.
pharma manufacturing).
Familiarity with ITIL processes or structured support methodologies.
Previous experience with tools such as Jira Service Management Zendesk or ServiceNow.
Experience reading and interpreting technical documentation logs or simple API responses (e.
.
JSON).
Contributions to knowledge bases or internal documentation are a plus.
Skills Proficient in English (C-level) both written and verbal.
Strong communication skills with the ability to explain technical concepts to non-technical users.
Skilled at diagnosing and troubleshooting basic technical issues with a clear understanding of common customer-facing software problems and how to resolve them.
Capable of managing multiple customer requests simultaneously while prioritizing tasks effectively.
Quick to learn and adapt to new software tools and internal systems.
Active contributor in team discussions and collaborative problem-solving.
Motivated to stay informed on product updates new features and relevant industry trends.
Receptive to continuous training and professional development.
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 Top-notch tech pack We are Mac lovers! 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 27 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