Senior Customer Technical Support Representative

Axon•Scottsdale, AZ

12d•Onsite

About The Position

The Technical Support Representative provides first-class technical support to Axon customers through multiple communication channels, which may include email and phone. This customer-focused role supports hardware- and software-related products and is responsible for meeting or exceeding performance and quality goals. The position is onsite four days a week at Axon’s Scottsdale, Arizona office, and requires availability to work weekends. It reports to the Manager of Technical Support.

Requirements

At least 1 year of technical support experience supporting software, hardware, web-based solutions, or e-commerce platforms.
Excellent verbal and written communication skills.
Pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Passion for helping people and solving problems.
Proficiency with Windows operating systems, mobile devices, and cloud-based solutions.
Strong analytical and troubleshooting skills.
Proficiency with Microsoft Office.
Ability to communicate at an appropriate technical level with clients who have varying levels of IT knowledge and skill.
Self-driven, able to work independently, and actively seeks out team needs and solutions.

Nice To Haves

Bachelor’s degree or equivalent work experience.
Fluency in multiple languages.

Responsibilities

Troubleshoot and resolve customer issues involving product knowledge, networking, training, software download, installation, registration and performance, damaged-device returns, and other Axon-related questions.
Build and maintain subject matter expertise in Axon products, solutions, and policies.
Assist customers using problem-solving skills and empathy.
Report bugs and trends to relevant stakeholders.
Submit process and performance improvement suggestions to the manager.