Senior Customer Technical Support Representative

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 Boston, MA 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. 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. Benefits that Benefit You Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Medical, Dental, Vision plans Fitness Programs Emotional & Mental Wellness support Learning & Development programs 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. Axon’s hourly pay philosophy is made up of base pay and bonus. The actual hourly pay is dependent upon many factors such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers . Base Pay Range $26.26 — $42.02 USD 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