Senior Customer Technical Support Representative

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.

Responsibilities

Provides first class technical support to Axon customers through multiple communication channels which may include email and phones; 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

Requirements

1+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms; Excellent verbal and written communication skills; Passion for helping people and solving problems; 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; Self-driven, ability to work independently and actively seeks out team needs and solution; Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

Nice to have

Bachelor’s Degree preferred; fluency in multiple languages

Benefits

Competitive salary and 401k with employer match; Discretionary paid time off; Paid parental leave for all; Medical, Dental, Vision plans; Fitness Programs; Emotional & Mental Wellness support; Learning & Development programs; Employee Resource Groups (ERGs); And yes, we have snacks in our offices