Senior Customer Technical Support Representative

Georgia-Atlanta Officefull time

On Site

senior

H1B: no

Axon Senior Customer Technical Support Representative at Axon provides first-class technical support for hardware and software products through multiple communication channels. The role involves troubleshooting, building product expertise, assisting customers, and reporting bugs and trends.

Responsibilities

The Technical Support Representative provides first class technical support to Axon customers through multiple communication channels which may include email and phones. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals.
Location: Onsite 4 days a week out of our Scottsdale, AZ office (must be available to work weekends)
Reports to: Manager of Technical Support
Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other Axon related questions.
Build and maintain subject matter expertise of all Axon products, solutions, and policies.
Assist customers utilizing problem solving skills and customer empathy.
Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to their manager.
Bachelor’s Degree preferred or equivalent work experience
1+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms
Excellent verbal and written communication skills (fluency in multiple languages a plus).
Passion for helping people and solving problems
Proficient with Windows operating systems, mobile devices and cloud-based solutions.

Qualification

Proficiency with Microsoft OfficeFluency in multiple languages

Required

Bachelor’s Degree preferred or equivalent work experience
1+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms
Excellent verbal and written communication skills
Proficient with Windows operating systems, mobile devices and cloud-based solutions
Strong analytical/troubleshooting skills
Proficiency with Microsoft Office
Ability to articulate at a technical level appropriate to the circumstance
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information