Technical Support Representative

Join Our Talent Community; United States; Remote; USD 39,000 - 63,000; Full time

Job summary

Axon is seeking a Technical Support Representative to deliver first-class technical support to customers via multiple channels, including email and phone. This role is remote in Australia, with a Wednesday-Sunday shift (8 AM–5 PM AEDT) and reports to the support leadership.

You will develop product and policy expertise, resolve complex issues, and contribute to ongoing improvements while upholding Axon’s mission to Protect Life.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• 1+ years external technical support experience in software, hardware, web-based solutions, or ecommerce platforms.
• Excellent verbal and written communication skills (multilingual ability a plus).
• Passion for helping people and solving problems.
• Proficient with Windows operating systems, mobile devices, and cloud-based solutions.
• Strong analytical and troubleshooting skills.
• Proficiency with Microsoft Office.
• Ability to communicate at a technical level appropriate to the audience.
• Self-driven and able to work independently and collaborate with the team.
• Must pass CJIS background check and handle confidential information.

Responsibilities

• Troubleshoot and resolve technical issues across product knowledge, networking, software installation/registration/performance, and device returns.
• Build and maintain SME level knowledge of Axon products, solutions, and policies.
• Assist customers using problem-solving and empathy.
• Report bugs and trends to stakeholders and suggest process improvements.

Skills

External technical support

Verbal & written communication

Multilingual ability

Windows OS

Analytical troubleshooting

Microsoft Office

Technical articulation

Self-driven

CJIS background check

Education

Bachelor’s Degree or equivalent

Job description

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.

• Location: Remote, Australia
• Direct Reports: 0
• Shift: Wednesday to Sunday, 8 AM - 5 PM AEDT

What You’ll Do

• 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 external 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.
• Strong analytical/troubleshooting skills
• 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.

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.

Important Notes

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.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights [e-mail] via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

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 and 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.