Technical Support Representative

Reporting to: Manager, Global Support
Location: Sydney, Australia (remote)

Your Impact
As a member of our Technical Support team, you will help Axon’s customers identify and solve problems via multiple communication channels, including phone & email. This is a customer-focused role that sets Axon apart from our competitors. By providing a world class experience to our customers, you will drive further adoption of our products and make the world a safer place.

What You’ll Do

• Troubleshoot and resolve technical issues related to AXON Hardware and Software products
• Understand and maintain subject matter expertise of all Axon products, solutions, and policies.
• Assist customers utilizing problem solving skills and customer empathy.
• Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to their manager.

What You Bring

• 2+ years technical support experience in supporting software, hardware, web-based solutions, or equivalent bachelors degree
• Excellent verbal and written communication skills
• Passion for helping people and solving problems
• Strong comprehension of internet networking and routing
• Proficient with Windows operating systems, mobile devices and cloud-based solutions
• Experience in Axon applications (Salesforce, MS Dynamics, JIRA, InContact, and RingCentral) is preferred
• Strong analytical/troubleshooting skills
• Proficiency with Microsoft Office
• Strong interpersonal and communication skills, including excellent listening, conflict resolution and customer empathy
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Ability to perform assigned tasks and projects quickly, accurately, and professionally
• Self-driven, ability to work independently and actively seeks out team needs and solution
• System Administration or network and telecommunication specific certifications is preferred