Technical Support Representative
About The Position
Looking for a new start? Think bigger. Think Axis! At Axis Communications we believe in innovating for a smarter, safer world. We just happen to provide cutting-edge security solutions across the globe. While each ‘Axian’ has his or her own motivators, we all share the same core values. 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
Nice To Haves
- Spanish 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
Benefits
- Inspire you to grow and develop through employer-offered training as well as tuition reimbursement
- Take care of more than just the ‘work you’, but rather the ‘whole you’ through our health, dental, vision, and fitness/health and wellness programs
- Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account
- Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)
- Help prepare for your life after retirement through our 401(k) program and employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
