In 2021, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Technical Support Engineer with French to join Axway's family.
Are you ready? Join us now!!!
Together we can. Together we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform enterprises of all sizes - more than 11,000 in 100 countries at last count.
Axway revitalizes heritage IT infrastructures to enable brilliant digital customer experiences, unlock new business innovation and capabilities, and put companies on a secure, future-proof path for growth.
You'll exchange ideas with a culturally rich global community of over 1,800 members who connect remotely or show up onsite in virtually every time zone on the planet.
And you'll have the support and camaraderie of your Axway leadership and colleagues to serve as a reminder that you're not alone on your journey, and that every day, you've taken one more step forward.
With Axway, you'll go far because we're better together. Learn more : www.axway.com.
Ensure customer satisfaction by resolving and coordinating resolution of technical product problems and building customer relationships.
Communicate problem resolution strategies and status to the customer, internal and external in an accurate, professional, and timely, manner
Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience
Independently resolves problems of diverse scope and moderate complexity where analysis of data and / or situations require a review of identifiable factors
Organizes delivery of product fixes to customers, coordinating necessary resources to ensure delivery is timely, efficient and satisfactory
Under guidance of the manager, will implement strategies for problem resolution that meet customer business requirements
Exercises judgment within generally defined practices and procedures to determine appropriate action
Provides limited pro-active account management with designated customers to monitor satisfaction levels, and to identify issues where support can be improved
Works with other company personnel to maintain a quality of customer interaction consistent with Global Support standards
Promotes customer advocacy and satisfaction throughout the company
Resolves customer and field inquiries regarding the company’s current products
Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, 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.
Preferred Qualifications :
Experience with Windows and Linux troubleshooting / administration.
Knowledge regarding network connectivity and network troubleshooting tools.
Knowledge with file transfer protocols FTP, FTPS, SFTP and with HTTP communication protocol.
Experience with virtualization and containerization technologies (e.g. VmWare, Virtualbox, Docker, OpenShift).
Knowledge of client-server architecture, clustering and load balancing.
Knowledge of SQL / NoSQL, SOAP / Webservices, REST, SSL / TLS, OAuth will be a plus.
Previous Technical Support experience is appreciated.
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.
This is what our candidates can expect from us if they choose to join our team :
A personal development plan (technical, product & functional) in order to insure your integration and your performance
Competitive remuneration package and real benefits
Potential for growth in an international company
Friendly working environment with experienced professionals
Flexible working hours when need
Extra paid vacation days
Open games area table tennis, sports and more!
In addition, Axway’s global presence creates opportunities for geographical mobility both within Axway subsidiaries.