Axon Senior Customer Technical Support Representative at Axon providing first class technical support for hardware and software products. Responsible for troubleshooting, building product expertise, 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 Boston, MA 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
Fluency in multiple languages a plus
Required
1+ years technical support experience in 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 and troubleshooting skills
Ability to articulate technical information appropriately for varying client skill levels
Must pass a Criminal Justice Information Services (CJIS) background check
Preferred
Bachelor’s Degree preferred or equivalent work experience
