We are a team of friendly and passionate engineers and we are assisting Axway customers in English, French or German while manifesting a genuine interest for their experience.
We are offering advanced technical support on our products (and the related Operating Systems) by resolving issues that may occur during installation, configuration, usage and administration of our software solutions.
We are seeking a colleague to provide technical support on one of our products for French speaking customers. He or she will work closely with local or remote colleagues (from support, professional services or RnD) to solve product related issues while maximizing customer satisfaction.
The ideal candidate is someone who has experience in providing software / application support in an enterprise product industry as tier 2 technical support.
Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication and diagnostic support
Provide advanced technical support for both the application and environment including operating system and network
Lead customers through issue resolution including customer meetings, status reports and updates
Respond to phone, email, and web ticket customer issues within target service level agreements (SLA).
Act as a gateway between the customer and the next level of support; ensuring issues have met minimal requirements for escalation
Maintain knowledge base of Axway products and technology
Document all customer interactions and activities in CRM
Possibility to perform after hours cell phone support on a rotating basis (on-call service)
Minimum Qualifications :
Bachelor’s degree in a technical field (computer science, math, engineering or related subject matter)
Good verbal and written communication skills in French and English
Excellent customer service skills and passionate about helping customers resolve their issue
Logical thinking and effective problem-solving skills
Knowledge working with virtual machines and hands-on experience troubleshooting Windows / Unix environments and Web Applications.
Preferred Qualifications :
Previous experience in providing technical support
Skilled at understanding and simplifying complex problems and proposing straight-forward solutions
Experience working with SQL databases and troubleshooting Java applications.
This is what our candidates can expect from us if they choose to join our team : - Career development : Employee career development is one of Axway’s major company values;
and we are deeply committed to helping them leverage the promotion and job mobility opportunities that are right for them.
In addition, Axway’s global presence creates opportunities for geographical mobility both within Axway subsidiaries. - An important training plan (technical, product & functional) in order to insure your integration and your performance
A competitive remuneration package and real benefits
A future and a potential for growth in an international company
A very friendly working environment with experienced professionals
Get challenged with important tasks so they can show their full potential and obtain new skills
Working time that can be flexible when needed - More paid vacation
Work from home program
Possibility to innovate during our hacking weeks
Open office space with various entertainment opportunities table tennis, sports and more!
For internal use only!