Hybrid Tech Support Specialist (Tier I)

Axis Communications; Chelmsford (MA); Hybrid; USD 53,000 - 58,000; Full time

Benefits offered by this job

Health benefits

Training & tuition reimbursement

Parental leave

Vacation benefits

401(k) matching

Job summary

Axis Communications is seeking a Technical Services Representative (Tier I) for a Hybrid role based in Chelmsford, MA. The position screens inbound technical support interactions via phone, chat, and our online helpdesk, with training and KPI targets before transitioning to full coordination from the office and home.

Shift is 11:30 a.m. to 8:00 p.m., with bilingual and multilingual options enhancing compensation.

Qualifications

• Relevant experience in a call center or customer service.
• Troubleshooting in a fast-paced environment.

Responsibilities

• Answer inbound inquiries via telephone, chat, and helpdesk.
• Collect and confirm database information for each customer.
• Open and update cases in the CRM, documenting actions and outcomes.
• Provide first call resolution whenever possible and escalate when needed.
• Educate customers about website information availability.
• Develop basic product knowledge.

Skills

Communication

Customer service

Time management

Multi-tasking

MS Office

Detail-oriented

Tools

CRM software

Job description

Axis Communications is seeking a Technical Services Representative (Tier I) for a Hybrid role based in Chelmsford, MA. The position screens inbound technical support interactions via phone, chat, and our online helpdesk, with training and KPI targets before transitioning to full coordination from the office and home.

Shift is 11:30 a.m. to 8:00 p.m., with bilingual and multilingual options enhancing compensation.