What are the responsibilities and job description for the Technical Support Representative position at Axis Communications AB?

Job Title

Technical Support Representative

Job Description

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.

Salary :

45,000 annually (English only role)
47,250 annually (Bilingual - English with Spanish / Portuguese / French)

Shift and Language Requirement :

11 : 30 a.m. to 8 : 00 p.m. shift, and Spanish language is always a plus !

What You'll Do Here...

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

What We Are Looking For...

Excellent communicator, written and oral

Excellent customer service skills

Time management and multi-tasking

Strong computer skills

Microsoft Office proficiency

Detail oriented

What You'll Need...

Relevant experience in a call center, customer service, or support environment, including troubleshooting calls

Experience in a fast-paced environment

Physical Demands and Travel...

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee is occasionally required to lift 10-20 lbs.

Expected travel time for this position is 10% (domestic and international)

What we offer...

Axis is a company that puts our employees first. Here is just a glimpse of what we do for our 'Axians' :

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

Want to know more about Axis? Please visit our website www.axis.com

Also, check us out at the following...

Twitter

Glassdoor

LinkedIn

Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.

About Axis Communications

We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.

With around 4500 committed employees in over 50 countries, we collaborate with partners worldwide. Together, we thrive in our friendly, open, and collaborative culture and inspire each other to think beyond the expected. United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.

Let's create a smarter, safer world

For more information about Axis, please visit our website www.axis.com.

Listen to Get To Know Axis - Podcast

Salary : $47,250

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What are the responsibilities and job description for the Technical Support Representative position at Axis Communications AB?

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