Aizon is hiring a
Customer Support Tier 2

Summary

Join Aizon as we launch our new growth phase and transform manufacturing operations in life science industries using advanced analytics and artificial intelligence. We're looking for ambitious team members to directly impact our future growth and success.

Requirements

• 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

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

Benefits

• 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