Senior Customer Technical Support Representative

Axon•Scottsdale, AZ

13d•Onsite

About The Position

The Senior Customer 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 addresses hardware- and software-related issues and is responsible for meeting or exceeding performance and quality goals. The position is onsite at Axon’s Scottsdale, Arizona office four days per week, 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.
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 technical information appropriately to clients with varying levels of IT knowledge and skill.
Self-driven, able to work independently, and proactive in identifying team needs and solutions.
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.
Must be available to work weekends.

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 downloads, installation, registration and performance, damaged-device returns, and other Axon-related questions.
Build and maintain subject matter expertise in Axon products, solutions, and policies.
Help customers by applying problem-solving skills and customer empathy.
Report bugs and trends to relevant stakeholders.
Provide process and performance improvement suggestions to the manager.