Technical Support Engineer with French

In, we are pursuing our ambitions to continue to enable organizations' digital transformation.  We are looking for our new Customer Tech Support Engineer 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: .

Objectives:

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 actions
- 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)

Skills/Qualifications:

• Good verbal and written communication skills in French and English;
• Excellent customer service skills;
• Effective problem-solving skills;
• Ability to work effectively in a dynamic, virtual environment;
• Self-starting and self-motivated with a high level of initiative;
• High level of ownership and accountability;

Key technical competences:

• Knowledge regarding network connectivity/troubleshooting and communication protocols (FTP, SFTP, HTTP, AS2);
• Experience in Windows or UNIX troubleshooting/administration;
• Experience with virtual machines VmWare, Virtualbox;
• Knowledge of client-server architecture;
• Knowledge of SSL/TLS protocols will be a plus;
• Knowledge of JMS, XML/EDIFACT would be a plus

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.

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

- 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!