Senior Customer Technical Support Representative

Axon; Scottsdale (AZ); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary & 401k with company

PTO

Paid parental leave

Fitness programs

Emotional & Mental Wellness support

ERGs

Snacks in offices

Job summary

Axon in Scottsdale, Arizona is seeking a Senior Customer Technical Support Representative to provide first-class technical support across software, hardware, and cloud services. This onsite role requires four days in the Scottsdale office and weekend availability, reporting to the Manager of Technical Support.

You will troubleshoot complex issues, build deep product knowledge, and help customers with problem solving, while contributing to process improvements and customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 1+ years in technical support for software, hardware, web or e-commerce.
• Fluent verbal and written communication; multilingual a plus.
• Proficient with Windows OS, mobile devices and cloud-based solutions.
• Proficient with Microsoft Office.
• Ability to explain technical concepts to diverse audiences.
• Must pass CJIS background check and maintain confidentiality.

Responsibilities

• Troubleshoot and resolve technical issues across products, networking, software installs, and device returns.
• Build and maintain expertise on Axon products, solutions, and policies.
• Assist customers with problem solving and empathy.
• Report bugs and trends; suggest process improvements to management.

Skills

Technical support experience

Verbal and written communication

Windows OS

Mobile devices

Cloud-based solutions

Microsoft Office

Technical articulation

Self-driven

CJIS background check

Education

Bachelor’s Degree preferred or equivalent

Job description

Senior Customer Technical Support Representative

Scottsdale, Arizona, United States

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

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: Onsite 4 days a week out of our Scottsdale, AZ office (must be available to work weekends)

Reports to: Manager of Technical Support

• 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 utilizing problem solving skills and customer empathy.
• 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
• 1+ 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.
• 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 solution
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

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

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Warning: The use or possession of marijuana remains unlawful under Federal law regardless of whether it has been legalized or decriminalized for medicinal or recreational purposes in the state where you reside.