Technical Support Specialist

1 week ago

Boston, Massachusetts, United States Axon Full time
Key Responsibilities

The Technical Support Representative plays a critical role in delivering exceptional customer experiences through various communication channels. This includes providing timely and effective technical support for Axon customers, addressing their queries and concerns related to hardware, software, and other product-related issues.

Key Responsibilities:

  • Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, and returning damaged devices.
  • Build and maintain subject matter expertise of all Axon products, solutions, and policies.
  • Assist customers in a professional and courteous manner.
  • Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to their manager.

Requirements:

  • Bachelor's Degree preferred or equivalent work experience.
  • 3+ 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.
  • 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.

Benefits:

  • Competitive salary and benefits package.
  • Discretionary paid time off.
  • Medical, Dental, Vision plans.
  • Emotional & Mental Wellness support.
  • Learning & Development programs.

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