Technical Support Representative (Onsite) - job 1 of 5

As a Technical Support Representative at Axon, your primary responsibilities include troubleshooting technical issues related to our products, assisting customers through various communication channels, and maintaining up-to-date knowledge of all Axon products and policies. You’ll be expected to resolve inquiries regarding software installation, hardware concerns, and much more, while striving to meet performance and quality goals.

To qualify for the Technical Support Representative role at Axon, candidates should ideally have a bachelor’s degree or equivalent experience, along with at least three years of technical support experience in relevant fields like software and web solutions. Strong analytical skills, proficiency in Windows and mobile devices, and a knack for problem-solving are essential.

Yes, Axon is committed to the ongoing development of its employees. New Technical Support Representatives will receive comprehensive training on Axon's products, solutions, and support practices to equip them with the necessary skills and knowledge to provide exemplary service to our customers.

At Axon, the work environment for a Technical Support Representative is fast-paced, collaborative, and focused on meaningful contributions. The role is onsite four days a week in our Atlanta, GA office, allowing for close teamwork while supporting our mission to protect life in various communities.

Technical Support Representatives at Axon can look forward to a comprehensive benefits package, which includes medical, dental, and vision plans, a 401k with employer matching, paid parental leave, and various wellness programs. Additionally, our workplace promotes a supportive atmosphere with opportunities for professional growth.

When troubleshooting technical issues, I typically start by actively listening to the customer’s description of the problem. I ask clarifying questions to understand their technical background, document the issue, and then utilize a systematic approach to isolate possible causes. This method not only helps in quick resolution but also reassures the customer that I’m engaged and focused on resolving their issue effectively.

In a technical support role, prioritization is key. I assess the urgency of each inquiry by gauging the impact on the customer and overall operations. I aim to address high-impact problems first, while also managing any ongoing connections with customers who require follow-ups. Organization and effective communication with customers play a crucial role in balancing multiple inquiries.

Absolutely! In my previous role, I once faced a situation where a customer’s device was frequently malfunctioning. After comprehensive troubleshooting, I identified a rare software conflict with their installed applications. By guiding them through uninstalling one particular app, I resolved the issue. This not only helped the customer but also contributed to a broader knowledge base for future support inquiries.

Staying updated on technology is vital in a technical support role. I frequently read industry news, participate in training sessions provided by my employer, and follow relevant online communities. Engaging with product teams and taking part in trial sessions when new products are launched also assists me in keeping up with the latest updates.

When communicating with non-technical users, I employ simple language and analogies that relate to everyday experiences. My goal is to ensure they feel comfortable with the information. Visual aids, such as screenshots or flow diagrams, can also effectively illustrate procedures, making it easier for them to understand and follow along.

I once received a call from a customer who was frustrated that their issue had not yet been resolved. By actively listening, empathizing with their frustration, and taking ownership of the situation, I reassured them I would expedite a solution. I kept them informed throughout the process, ultimately resolving the issue with a successful follow-up call, which restored their trust in our service.

Handling stress in a technical support environment requires calm and clarity. I focus on the problem at hand, remind myself that I’m here to help, and take brief moments to breathe and regroup when necessary. Maintaining a positive attitude and having a clear plan for each call helps in managing any stress effectively, ensuring that I’m delivering my best support.

In the case of encountering a bug that can’t be resolved immediately, I first document all relevant details and the steps taken to try to resolve it. I inform the customer about the situation, assuring them that I’ll be investigating further. I then escalate the issue to the appropriate team, following up promptly with the customer to keep them updated on any progress made.

Teamwork is integral to providing effective support, as complex issues often require collaboration. I regularly communicate with my colleagues to share insights and solutions, thereby enhancing our collective knowledge. We often discuss challenging cases, which not only helps in resolving customer inquiries faster but also contributes to a positive work culture.

I am particularly drawn to Axon's mission of Protecting Life and the opportunity to make a genuine impact through technology. Being a Technical Support Representative at Axon aligns perfectly with my values and skills in technology and customer service. I believe my dedication to customer satisfaction and problem-solving would allow me to contribute meaningfully to Axon's community.