Customer Support Tier 1, EMEA
Aizon
full-time
Posted on:
Location Type: Hybrid
Location: Barcelona • Spain
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Tech Stack
About the role
- 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.
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).
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 experiencecustomer satisfactionteam-orientedcollaborationescalationdocumentationcommunication
Certifications
ITIL