• Customer Tech Support Engineer with French

    Job Location
  • Overview

    Our new collegue will:

    - 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;

    - Own and drive resolution of customer’s cases;

    - Maintain records of cases, define resolution action plans and follow through to case closure, ensuring customer satisfaction of their support experience;

    - Independently resolve problems of diverse scope and moderate complexity where analysis of data and/or situations require a review of identifiable factors;
    - Organize 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;
    - Exercise judgment within generally defined practices and procedures to determine appropriate action;
    - Provide limited pro-active account management with designated customers to monitor satisfaction levels, and to identify issues where support can be improved;
    - Work with other company personnel to maintain a quality of customer interaction consistent with Global Support standards;
    - Promote customer advocacy and satisfaction throughout the company;
    - Resolve 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;


    • 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 competencies:
    • Knowledge regarding network connectivity and communication protocols;
    • Experience in Windows and UNIX troubleshooting/administration;
    • Experience with virtual machines VmWare, Virtualbox;
    • Knowledge of client-server architecture;
    • Knowledge in Oracle Database and SQL would be an advantage;
    • Previous Technical Support experience in a multinational environment is appreciated.


    1griffon_blue_champion_namedFor internal use only!


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