Customer Support Tier 1 - NAM (5pm-2am)

<b>Who we are</b><br/><a href="https://www.aizon.ai/" rel="noopener noreferrer">Aizon</a> is a software-as-a-service provider that transforms manufacturing operations in life science industries using advanced analytics and artificial intelligence.<br/>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.<br/>- 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.<br/>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. <br/>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.<br/><br/><br/><b>The position</b><br/><span>The Tier 1 Support Agent at Aizon is the first point of contact for customers, providing high-quality, white-glove support to ensure the best possible customer experience. This team will run 24x5, including Public Holidays. This role involves responding to inquiries and troubleshooting technical issues, all while maintaining a focus on achieving top-tier customer satisfaction. </span><span>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.</span><br/> <h3>Responsibilities</h3> <ul> <li>Respond to customer inquiries via email in a timely and professional manner.</li><li>Provide troubleshooting and technical assistance to resolve common issues related to our software.</li><li>Ensure that all customer interactions and ticket resolutions meet Aizon’s Service Level Agreements (SLAs).</li><li>Go above and beyond in assisting customers, ensuring that their issues are resolved thoroughly and that they feel valued and supported.</li><li>Strive to obtain the best possible customer satisfaction scores by focusing on delivering a white glove support experience.</li><li>Escalate complex issues to Tier 2 or specialized teams when necessary.</li><li>Log and document customer interactions and issues in our ticketing system.</li><li>Ensure accurate categorization and prioritization of support tickets.</li><li>Identify common customer issues, contribute to the development and updating of our user manual, and suggest improvements to internal documentation based on customer feedback.</li><li>Gather and document customer feedback regarding the software’s performance, features, and user experience, sharing the feedback with our product and development teams to help drive improvements.</li><li>Monitor system alerts and proactively reach out to customers who might be affected by known issues or outages.</li><li>Ensure customers are informed about maintenance schedules and software updates.</li><li>Participate in an on-call rotation to provide night shift coverage as needed.</li><br/></ul> <h3>Knowledge and experience</h3> <ul> <li>3+ years of experience in a customer-facing role, ideally in a technical support or help desk environment.</li><li>Experience working with ticketing systems and managing workflows to meet critical SLAs.</li><li>Experience working in a team-oriented environment, with the ability to escalate and collaborate with higher-tier support teams.</li><li>Basic understanding of software applications, cloud technologies, and SaaS platforms.</li><li>Familiarity with common operating systems (Windows, macOS, Linux) and web browsers.</li></ul> <h3>Skills</h3> <ul> <li>Proficient in English (C Level)</li><li>Advanced with common operating systems (Windows, macOS, Linux) and web browsers.</li><li>Strong communication skills, with the ability to explain technical concepts to non-technical users.</li><li>Ability to diagnose and troubleshoot basic technical issues. Understanding common software issues that c