Job expirat
Key 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, database, and network
- Lead accounts through multiple issue resolution including customer meetings, status reports, and updates
- Respond to phone, email, and web ticket customer issues within target service levels.
- Act as a gateway between the customer and the next level of resources; ensuring issues have met minimal requirements for escalation
- Maintain current working knowledge of Axway products and technology
- Document all customer contacts and activities in CRM
- Provide beta/sprint support for assigned products
-Travel to customer sites to assist in problem diagnostics
- Perform after hours pager/cell phone support on a rotating basis
Key Competencies:
- Response and resolution times
- Customer satisfaction
- Utilization
- Excellent verbal and written communication skills English and French.
- 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
Why AXWAY?
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 both within Axway subsidiaries.
- A competitive remuneration package and real benefits
- 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 games – table tennis, drums, sports and more!
Axway Inc Global Support Department is seeking qualified individuals to support Axway customers and partners in fully leveraging Axway solutions to satisfy their collaboration initiatives and establish relationships with their trading partners.
Qualifications:
Technical graduate in French or English would be an advantage
•B2B experience preferred, previous experience with Axway products is highly desirable
•Experience with programming languages including Java, C++ and Perl advantageous
•Experience in EDI, Rosettanet, ebXML, XML, EDIINT, AS1 and AS2 desirable
•Experience in Oracle and SQL a plus
•Knowledge of client server technology a plus
•Previous Support Experience
•Background in Solaris, AIX, HP-UX, Linux beneficial
• Physical presence required in the office during normal business hours and occasionally outside of the normal business hours
• Work Schedule - Flexibility to maintain 24 hour department coverage including after hours, and weekends as needed
SOPRA GROUP, one of the European leaders on the IT market (consulting and services), is a valuable partner for companies in the new information era.
Developed as part of SOPRA GROUP, Axway is the Business Interaction Networks company. We are the only provider in the market today to manage, run, secure, and monitor all your business interactions ??? emails, files, messages, services, events, and processes. Spanning all industries, over 11,000 organizations in more than 100 countries depend on Axway???s proven breadth of services and layers of governance to build and improve value chain efficiency, regulatory compliance and quality of service.
Axway enables enterprises to adapt and respond to rapidly changing market conditions, including burgeoning regulatory compliance, globalization, industry standards & protocols and service level agreements. Our breadth of technology paired with our depth of governance capabilities speeds and secures business interactions, both within and outside the enterprise, by optimizing the way information is moved, managed and protected. Powered by Axway Synchrony??? ??? a multi-enterprise service-oriented framework ??? Axway enables customers to integrate and complement their existing infrastructures using a ???start anywhere, use anything??? service model.
Axway's comprehensive offerings include business-to-business (B2B) integration, managed file transfer, email and identity security, enterprise application integration, business process management and track & trace solutions. Additionally, Axway has deep expertise and a proven track record serving a number of industries, including Financial Services, Automotive, Manufacturing, Consumer Packaged Goods, Retail, Healthcare, Life Sciences, Technology, Transportation & Logistics, Government & Public Sector and more.
Our products and solutions can be deployed and managed through a variety of delivery channels, including software, on-premise appliances, SaaS, Hosted, and VMWare.
And Axway provides exceptional professional services and managed services that enable enterprises to rapidly assess, deploy, and configure solutions that meet business and legacy infrastructure requirements.
