Customer Technical Support Dispatcher with French

A Customer Technical Support Dispatcher at Axway is responsible for receiving, registering, and processing customer requests, primarily from French-speaking and English-speaking clients. This role involves handling calls, emails, and web tickets efficiently, documenting interactions in our Support CRM, and ensuring customer satisfaction by resolving issues in line with service level agreements.

To qualify for the Customer Technical Support Dispatcher position at Axway, candidates should have excellent verbal and written communication skills in both French and English. Strong customer service abilities, logical thinking, and effective problem-solving skills are essential. A passion for helping customers and being a reliable team player in a dynamic environment are also desired attributes.

At Axway, we prioritize employee career development and offer numerous opportunities for promotion and job mobility. As a Customer Technical Support Dispatcher, you will have access to a range of resources, mentorship programs, and exposure to global practices that can accelerate your professional growth within the company and even across international subsidiaries.

Working as a Customer Technical Support Dispatcher at Axway comes with various benefits including a competitive salary, meal tickets, private medical insurance, and more. Employees enjoy a flexible work-from-home policy, 25 days of paid vacation per year, and a friendly open office space with recreational options. We believe that a healthy work-life balance contributes to employee satisfaction and productivity.

While deep technical knowledge is not a prerequisite, a basic understanding of operating systems and the ability to quickly learn our software products is vital for a Customer Technical Support Dispatcher at Axway. The role requires individuals to effectively communicate technical issues and solutions to customers, demonstrating both technical aptitude and customer care.

In answering this question, elaborate on your previous customer support roles, emphasizing specific experiences where you handled customer queries similar to those you would encounter as a Customer Technical Support Dispatcher. Highlight your communication skills, problem-solving abilities, and any technical exposure you have, showcasing your readiness for this position.

When addressing this question, explain your approach to de-escalating tension, such as actively listening to the customer's concerns, empathizing with their feelings, and ensuring them that you are committed to resolving their issue. Provide an example from your past experiences if possible, demonstrating your customer service mindset.

Discuss the importance of understanding service level agreements and the urgency of different types of customer requests. Explain how you would analyze the impact of issues on the client's experience and use this to prioritize tasks effectively, ensuring that critical issues are addressed first.

Share your methods for managing multiple requests, such as utilizing CRM tools (like SalesForce) for documenting interactions and status updates. Talk about time management techniques that help you stay organized and focused, ensuring no customer query gets overlooked.

Outline the importance of follow-up in customer service to ensure satisfaction. Discuss how you would typically reach out to customers post-resolution, inquire about their experience, and invite feedback to improve further interactions. This illustrates your commitment to customer service excellence.

Explain your adaptability and resourcefulness in a fast-paced environment. Discuss how you stay calm under pressure, prioritize tasks efficiently, and remain flexible in response to changing demands, ensuring consistent service delivery to customers.

Provide a specific example highlighting the technical skills you applied to troubleshoot and resolve an issue. Focus on your analytical approach, communication with the customer, and how your actions led to a successful resolution and customer satisfaction.

Discuss your commitment to continuous learning and self-improvement. Mention ways you would engage with training sessions, product updates, available resources, and collaboration with colleagues, all aimed at staying knowledgeable about Axway's offerings.

Share your passion for helping others and how you derive satisfaction from turning customer challenges into positive experiences. Reflect on personal anecdotes that highlight your motivation and commitment to customer service excellence, aligning them with Axway's values.

Visualize a successful day focusing on key performance indicators like customer satisfaction and efficient case resolution. Explain that a day well-spent includes effectively handling customer queries, receiving positive feedback, and collaborating well with team members to foster a supportive work environment.