Overview
We are seeking our new Customer Tech Support Engineer with Portughese to join the Axway team!
Objective: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
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 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)
Qualifications
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 linux/unix 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.
Company Overview
At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration.
We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions.
Why Axway?
We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily.
Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together.
Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en.
Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.
Axway is an AA and EEO employer
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