• Technical Support Engineer with French

    ID
    2018-5161
    Category
    Services
    Job Location
    RO-Bucarest
  • Overview

    Axway (Euronext: AXW.PA) 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 than 11,000 organizations in 100 countries. To learn more about Axway, visit www.axway.com

     

    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 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

    Skills/Qualifications:
    • Excellent verbal and written communication skills in French and 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.

    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!

     

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