Nivel cariera

Middle (2-5 ani), Senior (5-10 ani), Entry (0-2 ani)

Limbi vorbite

engleză, franceză


    Axway (Euronext: ) is a catalyst for transformation. With Axway AMPLIFY™, our cloud-enabled data integration and engagement platform, leading brands better anticipate, adapt and scale to meet ever changing customer expectations. Our unified, API-first approach connects data from anywhere, fuels millions of apps and delivers real-time analytics to build customer experience networks. From idea to execution, we help make the future possible for more thanorganizations in 100 countries. To learn more about Axway, visit 

     

    Objective:

    • Ensure customer satisfaction by resolving and coordinating resolution of technical product problems and building customer relationshi
    • 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

    Responsibilities:

    • 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 or consultants through issue resolution including customer meetings, status reports and updates
    • Respond by phone, email or web to customer tickets within target service level agreements (SLA).
    • Act as a gateway between the customer and RnD team; ensuring issues have met minimal requirements for escalation
    • Maintain knowledge base of Axway products and technology
    • Document all customer interactions and activities in CRM

    Qualifications:

    • Excellent verbal and written communication skills in French & English 
    • Excellent customer service skills
    • Troubleshooting skills and logical thinking
    • Ability to work effectively in a dynamic environment as part of distributed team
    • High level of ownership and accountability

     

    Key technical competences:

    • Experience with Windows or UNIX troubleshooting/administration
    • Knowledge of Web Applications and Web Servers (Apache Tomcat, Jetty)
    • Experience with VmWare, Virtualbox and/or Docker
    • Working knowledge with Unix shell scripting
    • Experience with databases (Oracle and/or MySQL)
    • Working knowledge with MVS / zOS and/or OS400 will be an advantage
    • Previous Advanced Technical Support experience in a multinational environment will be an advantage

     

    Career Development:

    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.

    • An important training plan (technical, product & functional) in order to insure your integration and your performance
    • A competitive remuneration package and real benefits
    • Work from home four days per month
    • 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
    • Open office space with various entertainment opportunities – table tennis, sports and more!

      In addition, Axway’s global presence creates opportunities for geographical mobility within Axway subsidiaries