Technical Services Representative

Axis Communications•Chelmsford, MA

5d•Hybrid

About The Position

The Technical Services Representative - Tier I (Hybrid position) provides initial screening of all inbound technical support interactions via telephone, chat, and our online helpdesk. This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, Massachusetts headquarters (after completing initial training and meeting desired KPI's). This gives our employees the much needed flexibility and helps us maintain contact with our culture and fellow Axians. Employees are welcome to work full time in the office if they prefer.

Requirements

Excellent communicator, written and oral
Excellent customer service skills
Time management and multi-tasking
Strong computer skills
Microsoft Office proficiency
Detail oriented
Relevant experience in a call center, customer service, or support environment, including troubleshooting calls
Experience in a fast-paced environment
Portuguese (A must have!)

Nice To Haves

Spanish / Portuguese / French language is always a plus!

Responsibilities

Answer inbound customer inquiries via telephone, chat, and online helpdesk
Collect and confirm database information for each customer
Open and update cases in the customer relationship management system, documenting actions taken and outcome
Provide first call resolution whenever possible and escalate calls/cases to technical or sales support as necessary
Educate customers about website information availability
Develop basic product knowledge