Gather and document customer feedback regarding the software's performance, features, and user experience, sharing the feedback with our product and development teams.
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 24x5, 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.
This position may require participation in an on-call rotation to cover night shifts as needed.
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, contribute to the development and updating of our user manual, and suggest improvements to internal documentation based on customer feedback.
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.
Skills 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 Remuneration Options.
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 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 ******.
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