Technical Support Representative
Axis Communications, Inc.

Job Order #: 17695831

Chelmsford, MA 01824

Full Time

40 hours per week

POSTED 9/19/2022

EXPIRES 12/18/2022

Job Description

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 (Onsite position with remote component available) provides initial screening of all inbound technical support interactions via telephone, chat, and our online helpdesk.
This position (Shift: 10:00 a.m. - 6:30 p.m. EST) is based out of our Chelmsford, Massachusetts headquarters. There is a remote component available of one week in the office and one week remote/work from home. 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 preferred.
What You¿ll Do Here¿
o    Answer inbound customer inquiries via telephone, chat, and online helpdesk
o    Collect and confirm database information for each customer
o    Open and update cases in the customer relationship management system, documenting actions taken and outcome
o    Provide first call resolution whenever possible and escalate calls/cases to technical or sales support as necessary
o    Educate customers about website information availability
o    Develop basic product knowledge
What We Are Looking For¿
o    Excellent communicator, written and oral
o    Excellent customer service skills
o    Time management and multi-tasking
o    Strong computer skills
o    Microsoft Office proficiency
o    Detail oriented
What You¿ll Need¿
o    Relevant experience in a call center, customer service, or support environment, including troubleshooting calls
o    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.
o    Employee is occasionally required to lift 10-20 lbs.
o    Expected travel time for this position is 10% (domestic and international)
Covid-19 Vaccine Requirement:
Axis Communications cares about its employees, their families, and the public at large and requires all new employees to be fully vaccinated or request and receive an approved accommodation by their first day of work. All offers of employment are contingent upon proof of vaccination or approved requests for accommodation.
What we offer...
Axis is a company that puts our employees first. Here is just a glimpse of what we do for our ¿Axians¿:
o    Inspire you to grow and develop through employer-offered training as well as tuition reimbursement
o    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
o    Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account
o    Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)
o    Help prepare for your life after retirement through our 401(k) program and employer matching

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