Technical Support Specialist (Dispatcher)

ID
2018-4569
Category
Services
Job Location
BG-Sofia

Overview

This position is responsible for answering all phone requests for technical support, eventually resolving customer questions. This is a highly visible position that serves as a primary Global Support interface between Axway and the Axway customer base. It is a key role in defining the customer’s impression of Axway. Candidates must be highly motivated, have strong analytical skills; and have a strong aptitude towards learning new technology.  The individual must provide a high level of service to our customers, as well as maintain high level of professionalism while fielding inquiries. The Technical Support Specialist will be available for 24x7 shift rotation or on emergency unscheduled off-hours.

Responsibilities

  • Focal point for all phone inquiries providing assistance to ensure all calls are processed accurately and efficiently
  • Advise customers of ticket status
  • Apply customer service policies and procedures
  • Enter all requests accurately into the CRM tool to facilitate the identification of issues and process improvements 
  • Ability to work Level I type support tickets when not taking calls from customers.
  • Other related duties as assigned

Key Competencies

  • Self-starter with strong desire to provide superior customer service 
  • The ability to interact professionally with both internal and external contacts 
  • Demonstrate the ability to work independently and as a team member 
  • Excellent communication skills both writing and verbal capabilities
  • Analytical, problem solving and troubleshooting skills 
  • Desire to build technical skills and interested in pursuing a technical career path

Qualifications

Qualifications

  • Excellent English verbal skills. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar;
  • Must enjoy being on the phone;
  • Excellent customer service skills, both verbal and written;
  • Proficient computer skills including knowledge of Word, Excel, NT and CRM Environments
  • Previous software support a plus
  • High School diploma or equivalent
  • Available for 24x7 shift rotation or on emergency unscheduled off-hours

Why would you choose Axway?

  • We think Axway is a great place to learn and grow 
  • And because we know how important is that we also match our future colleague’s requirements we offer you to get familiar with some of us, the management team, on LinkedIn:
  1. Martin Bachev - former Email Security Engineer, currently a Support manager
  2. Danail Ivanov- former Email Security Engineer, currently a Support manager, APEX developer in his free time and a guy without LinkedIn profile.
  3. Yavor Christov – former Email Security Engineer, currently a Support manager
  4. Angel Angelov – a brave person who took to heart the opportunity to switch industries and making the best out of his new role
  5. Kosta Galabov – Currently Director of the Support departments in Bulgaria and Romania; and actually the first Technical Support Engineer in Axway Support in Sofia. Former (looong time ago) QA and IT engineer.
  • We want you to grow, and we will help you with that. We are deeply committed to helping our employees leverage the promotion and job mobility opportunities that are right for them.
  • You will have the opportunity to work with great people and professionals in a friendly and open minded environment. Working in Axway for most of us feels like working with a huge family. Significant amount of our colleagues are with Axway since its start and because we are expanding we are always eager to join new members to the team.
  • Lots of fun in and out of work! We have table tennis, PlayStation, foosball at the office. We organize a lot and fun team events. We enjoy spending time and hanging out with colleagues out of the office sharing similar interests. 

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