Hybrid Technical Support Specialist - Tier I

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

Benefits offered by this job

Health insurance

Tuition reimbursement

Paid parental leave

3-week sabbatical on 5-year anniversay

401(k) with employer matching

Job summary

Axis Communications in Chelmsford, MA is seeking a Technical Services Representative, Tier I, for a hybrid role with one week onsite and one week remote work after training. The role handles inbound inquiries via phone, chat, and helpdesk, documenting cases and striving for first-call resolution.

Language skills and strong customer service are required to succeed. The position offers competitive hourly rates with different language premiums; travel is limited and accommodations are available for

Qualifications

• Relevant experience in a call center, customer service, or support environment, including troubleshooting calls.
• Strong communication skills, both written and oral, and ability to manage multiple tasks in a fast-paced setting.

Responsibilities

• Answer inbound customer inquiries via telephone, chat, and online helpdesk.
• Open and update cases in the CRM system with actions and outcomes.
• Provide first call resolution when possible and escalate as needed.
• Educate customers about website information availability and basic product knowledge.

Skills

Customer service

Communication

Troubleshooting

Call center experience

Time management

Multi-tasking

Tools

Microsoft Office

Job description

Axis Communications in Chelmsford, MA is seeking a Technical Services Representative, Tier I, for a hybrid role with one week onsite and one week remote work after training. The role handles inbound inquiries via phone, chat, and helpdesk, documenting cases and striving for first-call resolution.

Language skills and strong customer service are required to succeed. The position offers competitive hourly rates with different language premiums; travel is limited and accommodations are available for