Hybrid Technical Support Specialist – Tier I

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

Benefits offered by this job

Tuition reimbursement

Health benefits

Parental leave

Vacation time

Sabbatical program

401(k) match

Job summary

Axis Communications is seeking a Technical Services Representative in Chelmsford, MA for a hybrid schedule with one week onsite and one week remote. The role handles initial screening of inbound technical support via phone, chat, and helpdesk, with opportunities for bilingual capabilities and multilingual support.

Responsibilities include case management in the CRM, ensuring first call resolution where possible, and expanding product knowledge while maintaining strong customer service standards.

Qualifications

• Relevant experience in a call center, customer service, or support environment, including troubleshooting calls.
• Experience in a fast-paced environment.

Responsibilities

• Answer inbound customer inquiries via telephone, chat, and online helpdesk
• Collect and confirm database information for each customer
• Open and update cases in the customer relationship management system, documenting actions taken and outcome
• Provide first call resolution whenever possible and escalates calls/cases to technical or sales support as necessary
• Educate customers about website information availability
• Develop basic product knowledge

Skills

Excellent communication

Customer service

Troubleshooting calls

Time management

Multi-tasking

Microsoft Office proficiency

CRM software

Tools

CRM system

Job description

Axis Communications is seeking a Technical Services Representative in Chelmsford, MA for a hybrid schedule with one week onsite and one week remote. The role handles initial screening of inbound technical support via phone, chat, and helpdesk, with opportunities for bilingual capabilities and multilingual support.

Responsibilities include case management in the CRM, ensuring first call resolution where possible, and expanding product knowledge while maintaining strong customer service standards.