Technical Support Representative

Axon; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Technical Support Representative in Montreal to provide exceptional support to customers. This role involves troubleshooting hardware and software issues, maintaining subject matter expertise, and contributing to process improvements. Ideal candidates will possess strong technical support experience, excellent communication skills, and the ability to work independently. Join a supportive team dedicated to enhancing customer satisfaction.

Benefits

401k with employer match

Accrued paid time off

Paid parental leave for all

Fitness Programs

Emotional & Mental Wellness support

Qualifications

• 3+ years technical support experience in software/hardware solutions.
• Fluency in multiple languages is a plus.
• Self-driven with strong problem-solving skills.

Responsibilities

• Troubleshoot and resolve technical issues for Axon products.
• Build expertise in Axon products and solutions.
• Report bugs and trends to stakeholders.

Skills

Communication

Troubleshooting

Analytical Skills

Customer Service

Education

Bachelor’s Degree or equivalent work experience

Tools

Microsoft Office

Windows Operating Systems

Cloud-based Solutions

Job description

The Technical Support Representative provides first-class technical support to Axon customers through multiple communication channels which may include email and phones. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals.

What You’ll Do

Reports to : Manager of Technical Support

Direct Reports : 0

• Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download / installation / registration / performance, returning damaged devices, and any other Axon related questions.
• Build and maintain subject matter expertise of all Axon products, solutions, and policies.
• Assist customers.
• Report bugs and trends to the necessary stakeholders and process / performance improvement suggestions to their manager.

What You Bring

• Bachelor’s Degree preferred or equivalent work experience.
• 3+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms.
• Excellent verbal and written communication skills (fluency in multiple languages a plus).
• Passion for helping people and solving problems.
• Proficient with Windows operating systems, mobile devices, and cloud-based solutions.
• Strong analytical / troubleshooting skills.
• Proficiency with Microsoft Office.
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset.
• Self-driven, ability to work independently and actively seeks out team needs and solutions.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Benefits that Benefit You

• 401k with employer match.
• Accrued paid time off.
• Paid parental leave for all.
• Fitness Programs.
• Emotional & Mental Wellness support.

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

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