Aizon

Customer Support

• 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.
• 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.

Customer Support Tier 1, APAC

• 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.
• Report to: Director of Customer Support.
• 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.

Customer Support Tier 1, APAC

Customer Support Tier 1, EMEA