In, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Tech 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 thanin 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: .
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
• 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)
Key technical competences:
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:
In addition, Axway’s global presence creates opportunities for geographical mobility both within Axway subsidiaries.