Customer Support Tier 1 - NAM 3 pm - 12 am
Customer Support Tier 1 - NAM 3 pm - 12 am
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Job Description
Who we are
Aizonis a softwareasaservice 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 3.0. 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 heavyhanded 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 realtime 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 Aizon is the first point of contact for customers providing highquality whiteglove support to ensure the best possible customer experience. This team will run 24x7 including Public Holidays.
This role involves responding to inquiries and troubleshooting technical issues all while maintaining a focus on achieving toptier 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.
The work schedule for this role is Thursday to Monday (Tuesday and Wednesday off).
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.
- Ensure customers are informed about maintenance schedules and software updates.
- Participate in an oncall rotation to provide night shift coverage as needed.
Knowledge and experience
- 3 years of experience in a customerfacing role ideally in a technical support or help desk environment.
- Experience working with ticketing systems and managing workflows to meet critical SLAs.
- Experience working in a teamoriented environment with the ability to escalate and collaborate with highertier support teams.
- Basic understanding of software applications cloud technologies and SaaS platforms.
- Familiarity with common operating systems (Windows macOS Linux) and web browsers.
Skills
- Proficient in English (C Level)
- Advanced with common operating systems (Windows macOS Linux) and web browsers.
- Strong communication skills with the ability to explain technical concepts to nontechnical users.
- Ability to diagnose and troubleshoot basic technical issues. Understanding common software issues that customers may face and the ability to provide effective solutions.
- Ability to handle multiple customer requests and prioritize tasks efficiently.
- Ability to learn new software tools quickly.
- Willingness to participate in team meetings and contribute to team goals.
- Willingness to stay updated on product features updates and industry trends.
- Openness to ongoing training and development to enhance support capabilities.
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 25 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
Employment Type
Full-Time
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