Customer Technical Support Specialist

2 months ago


Boston, Massachusetts, United States Axon Full time
Your Contribution

The Customer Technical Support Specialist delivers exceptional technical assistance to Axon clients through various communication methods. This role is centered around customer satisfaction, focusing on both hardware and software support while ensuring that performance and quality benchmarks are met or surpassed.

Key Responsibilities

Work Environment: Hybrid model
Reporting Structure: Reports to the Technical Support Manager
Team Structure: No direct reports

  • Diagnose and resolve technical challenges associated with product knowledge, networking, training, software installation, device returns, and other inquiries related to Axon.
  • Develop and sustain expertise in all Axon products, solutions, and policies.
  • Provide assistance to customers effectively.
  • Document issues and trends for relevant stakeholders and suggest improvements to processes and performance to management.

Qualifications

  • Minimum of 3 years in technical support for software, hardware, web solutions, or e-commerce.
  • Strong verbal and written communication abilities (multilingual skills are advantageous).
  • A genuine enthusiasm for assisting others and resolving issues.
  • Proficient in Windows operating systems, mobile technology, and cloud services.
  • Excellent analytical and troubleshooting capabilities.
  • Familiarity with Microsoft Office applications.
  • Ability to communicate technical concepts clearly to clients with varying levels of IT proficiency.
  • Self-motivated, capable of working independently, and proactive in identifying team needs and solutions.
  • Must successfully complete a background check and handle confidential information responsibly.
Advantages for You
  • Competitive salary with employer-matched retirement contributions.
  • Flexible paid time off.
  • Paid parental leave for all employees.
  • Comprehensive medical, dental, and vision coverage.
  • Wellness programs.
  • Support for emotional and mental well-being.
  • Opportunities for learning and professional development.
  • Complimentary snacks available in the workplace.

Compensation at Axon is structured as a total rewards package, which includes base salary and performance bonuses. The starting base salary for this position varies based on geographic location and other factors. Our benefits are designed to support your physical, financial, and emotional well-being throughout significant life events and daily routines. For more information on our benefits, please refer to our official resources.



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