Technical Support Representative II

Axon•Scottsdale, AZ

5h•Hybrid

About The Position

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.

Requirements

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.
Strong analytical/troubleshooting skills
Proficiency with Microsoft Office
Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
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 Haves

Bachelor’s Degree preferred or equivalent work experience

Responsibilities

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.