Customer Tech Support Associate

Job ID
2017-4421
Category
Services
US-AZ-Phoenix

Overview

The Customer Technical Support Associate is responsible for monitoring and managing all systems within Axway’s Cloud operations, and providing level 1 – 2 support for Infrastructure and Applications. The individual will work closely with senior engineers to resolve issues and document repeatable solutions. The Customer Technical Support Associate will be a committed team player with a desire to learn and improve operations. The Customer Technical Support Associate must be highly motivated with strong analytical skills, and have a desire to learn new technology. The Customer Technical Support Associate will provide a high level of service to our customers, as well as maintain high level of professionalism in all customer interactions.

Responsibilities

  • Provide operational support in a multi-platform environment (Windows, UNIX, Axway applications) by executing and validating all scheduled and ad hoc events and procedures, including transaction recording, file upload/download verification, event monitoring, network monitoring, etc.
  • Produce reports and activity logs when required.
  • Provide timely and accurate information to appropriate IT staff and management in the event of production impacting events
  • Assist in troubleshooting of production-related issues
  • Ensure job satisfaction and development by recommending standards, procedures and process improvements.
  • Develop department by providing direction/training to peers and less experienced staff.
  • Provide staffing support during staff shortages (PTO, etc.)
  • Work on special projects at the direction of the director and team leader
  • 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
  • Solid analytical, problem solving and troubleshooting skills
  • Ability to follow procedures and maintain business records of activities.
  • Ability to work as a team player and individually.
  • Demonstrates initiative for continued learning and willingness to accept new challenges.

Qualifications

  • Proficient computer skills including knowledge of Word, Excel, Windows, and CRM Environments
  • High School diploma or equivalent
  • Two plus years’ experience in a high tech environment
  • Must be willing to particpate in a Federal Background check
  • Physical presence required in the office during shift hours including the night shift
  • Will be assigned to work a consistent shift, but must be available for other shifts on occasions.

 

Axway is an EEO and AA Employer

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