Customer Technical Support Engineer

Job ID
2017-4397
Category
Services
US-Remote

Overview

Axway a leading global provider of collaborative solutions is seeking a qualified Technical Support Engineer to assist our customers, partners, and company representatives in all aspects of technical support for products and technology offered by Axway Inc. Axway offers a competitive benefit package including medical, dental, vision, 401K.

Responsibilities

Key Responsibilities

  • Answer customer inquiries, both written and over the phone in a professional and empathetic manner, representing the company in a positive and proactive manner.
  • Respond to phone, email, and web ticket customer issues in a timely, accurate and consistent manner.
  • Provide troubleshooting assistance, problem replication / duplication and documentation to QA and product development to assist in root cause analysis and resolution of customer issues.
  • Document all customer contacts and activities in the CRM system or as advised by management.
  • Create knowledge base articles based on department guidelines to support customer self-help and call avoidance strategies.
  • Maintain current working knowledge of Axway products and technology.
  • Maintain current knowledge of relevant emerging technologies in the industry

Qualifications

Key Competencies

  • Excellent verbal and written communication skills 
  • Excellent customer service skills and the ability to generate strong and lasting relationships with customers, partners, peers and managers
  • 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

 

Qualifications

  • College Degree in Computer Science or Information Systems or equivalent work experience
  • 3+ years’ experience in direct technical customer support role in a software/networking/security company
  • Cross platform knowledge of Unix, Linux, and Windows
  • Experience with mobile application development technologies and concepts, including but not limited to Javascript, iOS, node js, Java SDK, and SQL.
  • Knowledge of client/server technology
  • Experience in network connectivity & communication protocols
  • The ability to flourish working in an international company with coworkers from all areas of the globe is a must.
  • The flexibility to occasionally travel to customer sites is desired.

 

Axway is an EEO and AA Employer

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