Technical Services Representative

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

Benefits offered by this job

Tuition reimbursement

Health, dental, vision

Dependent care benefits

Generous vacation & sabbatical

401(k) plan with match

Job summary

Axis Communications seeks a Technical Services Representative in Chelmsford, MA for a Hybrid role handling inbound support via phone, chat, and helpdesk. You will screen inquiries, update CRM cases, and strive for first-call resolution while collaborating with technical and sales teams.

Strong communication, customer-service experience, and multitasking are essential; bilingual candidates are a plus and may receive compensation enhancements.

Qualifications

• Experience in a call center or customer-support environment.
• Ability to troubleshoot and resolve issues in a fast-paced setting.
• Strong written and verbal communication skills.

Responsibilities

• Inbound support via telephone, chat, and online helpdesk.
• Open, update, and document cases in the CRM system.
• Provide first-call resolution when possible; escalate when needed.
• Educate customers on website information and product basics.
• Develop basic product knowledge to assist inquiries.

Skills

Customer service

Communication

Time management

Multitasking

Technical troubleshooting

Microsoft Office

Tools

CRM software

Microsoft Office

Job description

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.

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
• Bilingual /Trilingual Candidates - Spanish / Portuguese / French a BIG 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 escalated 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