Technical Support Representative

Summary

Join Axon's Technical Support team in Melbourne, Australia (remote) and contribute to our mission of protecting life. As a Technical Support Representative, you will troubleshoot and resolve technical issues related to Axon's hardware and software products, providing world-class customer support. You will need 2+ years of technical support experience, excellent communication skills, and a strong understanding of internet networking and routing. Experience with Axon applications and relevant certifications are preferred. This is a customer-focused role where you'll make a real impact by driving further adoption of our products. Axon is committed to building diverse teams and encourages applications from all qualified individuals.

Requirements

• Australian citizenship is required for this role due to government security clearance requirements
• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Experience in Axon applications (Salesforce, MS Dynamics, JIRA, InContact, and RingCentral)
• System Administration or network and telecommunication specific certifications