Technical Support Representative
Axis Communications is a network technology company that provides cutting-edge security solutions globally. The Technical Support Representative - Tier I role involves handling inbound technical support inquiries and ensuring customer satisfaction through effective communication and problem-solving.
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 escalate calls/cases to technical or sales support as necessary
- Educate customers about website information availability
- Develop basic product knowledge
Skills
- Excellent communicator, written and oral
- Excellent customer service skills
- Time management and multi-tasking
- Strong computer skills
- Microsoft Office proficiency
- Detail oriented
- Relevant experience in a call center, customer service, or support environment, including troubleshooting calls
- Experience in a fast-paced environment
- Spanish language is always a plus!
Benefits
- Employer-offered training
- Tuition reimbursement
- Health, dental, vision, and fitness/health and wellness programs
- Paid parental leave
- Dependent care reimbursement account
- Generous vacation benefit
- 3-week sabbatical on your 5-year anniversary (and every 5 years after!)
- 401(k) program
- Employer matching
Company Overview