Technical Support Representative

Axon; Montreal; Remote; CAD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a dedicated Technical Support Representative to provide exceptional support to customers. This role focuses on troubleshooting technical issues related to hardware and software while ensuring customer satisfaction. As a key player in the team, you will build expertise in Axon products and solutions, assisting clients through various communication channels. If you are passionate about helping people and solving problems in a dynamic environment, this opportunity is perfect for you. Join a forward-thinking organization that values your contributions and offers comprehensive benefits to support your well-being and professional growth.

Benefits

401k with employer match

Accrued paid time off

Paid parental leave

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Qualifications

• 3+ years in technical support for software and hardware solutions.
• Ability to communicate effectively with clients of varying IT knowledge.

Responsibilities

• Troubleshoot technical issues related to Axon products and solutions.
• Build expertise in Axon products and assist customers effectively.

Skills

Technical Support

Communication Skills

Analytical Skills

Troubleshooting

Customer Service

Education

Bachelor’s Degree

Tools

Microsoft Office

Windows Operating Systems

Cloud-based Solutions

Job description

Your Impact

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

Location: Remote in Quebec, Canada
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.
• Medical, Dental, Vision plans.
• Fitness Programs.
• Emotional & Mental Wellness support.
• Learning & Development programs.

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