Customer Support Tier 1, APAC
Aizon
full-time
Posted on:
Location Type: Hybrid
Location: Barcelona • Spain
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Tech Stack
About the role
- 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.
Requirements
- 3+ years of experience in a technical support 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.
- Ability to troubleshoot common connectivity, performance, and configuration issues.
- Experience supporting technical users or enterprise customers, ideally in regulated environments (e.g., pharma, manufacturing).
- Familiarity with ITIL processes or structured support methodologies.
- Previous experience with tools such as Jira Service Management, Zendesk, or ServiceNow.
- Experience reading and interpreting technical documentation, logs, or simple API responses (e.g., JSON).
- Contributions to knowledge bases or internal documentation are a plus.
Benefits
- Unique opportunity to join our company as it scales with excellent market traction and huge potential to grow globally
- Competitive salary (according to your experience/skills)
- Equity, bonuses, and generous stock options
- Flexible schedule - Intensive Fridays
- Language one-to-one training courses
- Competitive healthcare plans and benefits - Medical & Dental Insurance
- Internal training and certifications plan
- Flexible Remuneration Options
- Career plan and scheduled salary reviews
- Monthly team-building activities
- Top-notch "tech pack" – We are Mac lovers!
- An open and collaborative work environment with a young and dynamic team and a very international culture
- An opportunity for personal and professional growth, supported by stellar investors and the exciting challenges that come with joining a company at the start of its growth trajectory
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingticketing systemscloud technologiesSaaS platformsoperating systemsconnectivity issuesperformance issuesconfiguration issuesAPI responses
Soft skills
customer servicecollaborationescalationcommunicationproblem-solvingattention to detailcustomer satisfactiondocumentationfeedback gatheringquality control