• Customer Tech Support Associate

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  • Overview

    Digital technology is no longer just another tool in the IT, marketing, sales or service toolbox to engage, inspire and attract customers. It is becoming the foundation of entirely new ways of doing business as well as giving rise to entirely new businesses. There could be 100 billion connected devices expected by 2025, leading towards a trillion sensor ecosystem. 1 billion digital natives are expected to join the workforce over the next 7 years. In a hyper-connected era of mobile, social, cloud, big data, and the Internet of Things, future growth will depend on platform business models.


    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.


    We are searching for a Customer Technical Support Associate who will be 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 and 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.  


    This position is for the nightshift 7PM-7AM (3 days on, 4 off and a week on and a week off every 7 weeks).  These roles do offer full benefits/4 weeks’ vacation/etc and will work in the corporate office in Phoenix, AZ. 


    • 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, timely escalations, 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


    • 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.
    • Proficient computer skills including knowledge of Word, Excel, Windows, and CRM Environments
    • High School Diploma or quivalent
    • Two plus years' experience in a high-tech environment
    • Physical Prescen in the office during shift hours
    • Will be assigned to work a consistent shift, but must be available for other shifts on occasions
    • Willing and able to obtain a US Government ‘Public Trust’ Clearance
    • Bachelor's degree required


    Axway is an EEO and AA Employer


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