Technical Services Representative

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

Job Title

Technical Services Representative

Job Description

Looking for a new start? Think bigger. Think Axis!

At Axis Communications we believe in innovating for a smarter, safer world. We just happen to provide cutting-edge security solutions across the globe. While each ‘Axian’ has his or her own motivators, we all share the same core values.

The Technical Services Representative - Tier I (Hybrid position) provides initial screening of all inbound technical support interactions via telephone, chat, and our online helpdesk.

This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, Massachusetts headquarters (after completing initial training and meeting desired KPI's). This gives our employees the much needed flexibility and helps us maintain contact with our culture and fellow Axians. Employees are welcome to work full time in the office if they prefer.

Salary:

• English only role: $25.48/hr ($53,000 annually)
• Bilingual (English + Portuguese or Spanish or French): $25.48/hr + $144/paycheck approx ($56,750 annually)
• Multilingual (English + 2 or more languages): $25.48/hr + $192/paycheck approx ($58,000 annually)

Shift and Language Requirement:

• 11:30 a.m. to 8:00 p.m. shift, and Portuguese (A must have!)
• Spanish / Portuguese / French language is always a plus!

What You’ll Do Here…

• 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

What We Are Looking For…

• Excellent communicator, written and oral
• Excellent customer service skills
• Time management and multi-tasking
• Strong computer skills
• Microsoft Office proficiency
• Detail oriented

What You’ll Need…

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

Physical Demands and Travel…

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee is occasionally required to lift 10-20 lbs.
• Expected travel time for this position is 10% (domestic and international)

What we offer...

Axis is a company that puts our employees first. Here is just a glimpse of what we do for our ‘Axians’:

• Inspire you to grow and develop through employer-offered training as well as tuition reimbursement
• Take care of more than just the ‘work you’, but rather the ‘whole you’ through our health, dental, vision, and fitness/health and wellness programs
• Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account
• Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)
• Help prepare for your life after retirement through our 401(k) program and employer matching

Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.

About Axis Communications

We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.

With around 6000 committed employees in over 50 countries, we collaborate with partners worldwide. Together, we thrive in our friendly, open, and collaborative culture and inspire each other to think beyond the expected. United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.

Let´s create a smarter, safer world

For more information about Axis, please visit our website www.axis.com.

Listen to Get To Know Axis – Podcast