Aizon

Customer Support Tier 1 - APAC (11 pm - 8 am)

Barcelona, Spain Remote Hybrid
Go
Description
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 3.0”. 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 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 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.

The work schedule for this role is on rotation: Tuesday-Friday (4 days) / Monday & Thursday-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 Aizon’s 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 software’s 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 on-call rotation to provide night shift coverage as needed.

Knowledge and experience

  • 3+ years of experience in a customer-facing 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 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.

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 non-technical 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 jobs@aizon.ai

Aizon
Aizon
Analytics Artificial Intelligence Big Data Biotechnology Information Services Internet of Things Machine Learning Pharmaceutical SaaS Software

0 applies

10 views

There are more than 50,000 engineering jobs:

Subscribe to membership and unlock all jobs

Engineering Jobs

60,000+ jobs from 4,500+ well-funded companies

Updated Daily

New jobs are added every day as companies post them

Refined Search

Use filters like skill, location, etc to narrow results

Become a member

🥳🥳🥳 452 happy customers and counting...

Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.

To try it out

For active job seekers

For those who are passive looking

Cancel anytime

Frequently Asked Questions

  • We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
  • We've got about 70,000 jobs from 5,000 vetted companies. No fake or sleazy jobs here!
  • We aggregate jobs from 5,000+ companies' career pages, so you can be sure that you're getting the most up-to-date and relevant jobs.
  • We're the only job board *for* software engineers, *by* software engineers… in case you needed a reminder! We add thousands of new jobs daily and offer powerful search filters just for you. 🛠️
  • Every single hour! We add 2,000-3,000 new jobs daily, so you'll always have fresh opportunities. 🚀
  • Typically, job searches take 3-6 months. EchoJobs helps you spend more time applying and less time hunting. 🎯
  • Check daily! We're always updating with new jobs. Set up job alerts for even quicker access. 📅

What Fellow Engineers Say

Sid avatar
Sid
Very nice portal for searching jobs in this rough market.
Mar 6, 2025
Michael Duran avatar
Michael Duran
Software Engineer
I've been using this job search site for a while now, and it’s honestly one of the best out there! The clean and easy-to-navigate UI makes the whole job-hunting process so much smoother. Plus, the job postings are always up-to-date, so I never feel like I’m wasting time. The cherry on top is the owner—super kind and always quick to respond. Definitely recommend checking it out if you're on the job hunt!
Aug 21, 2024
Sai avatar
Sai
It’s really great website for finding jobs based on skills it’s really helpful give a go
Aug 21, 2024
Adinadh avatar
Adinadh
What I like most about Echo Jobs is how easy it is to use. The platform helps me quickly find jobs that match my skills and interests, thanks to its great recommendations and filters. Yes, I would definitely recommend Echo Jobs to a friend. It makes job searching simple and efficient, making it a great tool for anyone looking for a new job.
Jul 23, 2024
As a student navigating the job market, I've found LinkedIn increasingly frustrating due to numerous fake postings by consultancies. In contrast, this job posting website has been a game-changer for me. It offers genuine opportunities and a straightforward application process, making it much easier to find and apply for real jobs. Highly recommend it to fellow students seeking reliable job listings!
Jul 16, 2024
Cliff Gor avatar
Echo Jobs has been exceptional in my job hunt where it provides one platform to job hunt and I don't have to open 10 websites just to look for a job. It has also helped me focus much on the job skill and the location filtering out the onsite jobs and remote ones. The only feature that I would request is to display fully remote jobs that are not restricted to a country since the one available shows ie, Remote, US yet. But if it could show remote only, that would be helpful not only to me but to other people applying for full remote and not tied to only US candidates
Apr 22, 2024
I found EchoJobs in 2022, and I love it. It has a lot of remote jobs. It's exclusive to software and technology jobs (helpful for devs like me). What I like the most are its filters and its API. If you're a tech professional seeking remote work, I highly recommend giving it a try to EchoJobs.
Mar 4, 2024
Would definitely recommend it! Excellent product, dedicated founder, Jobs are easier to find. Congrats 🎉 to the entire team!
Mar 3, 2024
Brandon Banks avatar
Brandon Banks
Echo Jobs is really impressive. It provides a great user experience with an ability to quickly search through the many job postings. There is an impressive amount of jobs here and it is quickly updated. The details in the each job posting is helpful when determining if it is worth pursuing. I would highly recommend using Echo Jobs to find the next step in your career.
Mar 2, 2024
Tyler Young avatar
Tyler Young
tylerayoung.com
Best wishes with EchoJobs—it's become my favorite job board overnight!
Dec 16, 2023
Simply put, it's the most up to date tech jobs aggregator I’ve found. I'm like... "I don't have to check 10+ jobs boards daily just to see if there's a new job listing? sign me up!" The filters are also quite helpful! The UI is very clean and straightforward. Love it!
Oct 5, 2023