In 2024, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Title to join Axway's family. Are you ready? Join us now!!

Together, we can. Together, we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. Axway revitalizes IT infrastructures to enable brilliant digital customer experiences to unlock new business innovation and capabilities. Axway puts companies on a secure, future-proof path for growth.

With Axway, you'll go far because we're better together. You'll exchange ideas with a culturally rich global community of over 1,550 members who connect remotely or show up onsite in every time zone. And you'll have the support and camaraderie of your Axway leadership and colleagues to remind you that you're not alone on your journey and have taken one more step forward every day. Together, we can accomplish anything. Learn more: www.axway.com.

• 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 through issue resolution including customer meetings, status reports and updates
• Respond to phone, email, and web ticket customer issues within target service level agreements (SLA).
• Act as a gateway between the customer and the next level of support; ensuring issues have met minimal requirements for escalation
• Maintain knowledge base of Axway products and technology
• Document all customer interactions and activities in CRM
• Possibility to perform after hours cell phone support on a rotating basis (on-call service)

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