Technical Services Representative (Bilingual preferred not required)

Want to join a team that cultivates passion and drives innovation? At Axis, 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.

We're more than just a team here. We are a family. We care about each other, grow together and celebrate successes. Wednesday popcorn, Friday morning bagels, ping pong, and other fun activities add to the time we spend together. This isn’t your typical 9-5. It’s a way of life!

Axis’ Technical Support Team is looking for a Technical Services Representative (Bilingual in Spanish/Portuguese/French is a plus - not required) who will provide initial screening of all inbound technical support interactions via telephone and CST online helpdesk. This person will document all pertinent information in the call ticketing system and provide first call resolution for non-technical customer inquiries. This is a late shift job and timings will be 11:30 a.m. to 8:00 p.m. EST 

What You’ll Do Here…

• Answer inbound customer inquiries via telephone, chat or e-mail
• Collect and confirm database information for each customer
• Open and update tickets in the support ticketing system, documenting actions taken and outcome
• Escalate calls to technical or sales support as necessary
• Access a variety of databases to provide information requested by the customer. 
• Educate customers about website information available
• Develop Basic product knowledge
• Provide first call resolution at the highest possible percentage
• Other duties as assigned

What We Are Looking For…

• Demonstrated competency in the following areas:
• Business (Business Acumen, Strategic Thinking, Adapting to Change)
• People (Communication, Teamwork, Relationship Management)
• Job (Knowledge and Ability, Accountability, Self-Development)
• Excellent communicator, written and oral
• Effective time-management
• Strong computer skills
• Microsoft office proficiency
• Excellent customer service skills
• Ability to multi-task
• Detail oriented
• Fluency in an additional language (Spanish, Portuguese, French, etc.) is a bonus

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:

• Employee is occasionally required to lift 10-20 lbs (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
• Travel: Up to 10%

What we have to offer...

Axis is more than a rock-star culture with cutting-edge innovation. Axis is a company that puts our employees first. Here’s 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 & wellness programs
• Support parents & their kids through paid parental leave and help to alleviate the cost through a dependent care reimbursement account
• Encourage work/life balance with a generous vacation policy – not to mention, our paid sabbatical program at your 5-year anniversary, allowing you to relax and unwind for an extended period of time
• Help prepare for your life after retirement through our 401(K) program

Our leaders have a true mentorship approach that welcomes creativity and out-of-the-box thinking while fostering endless learning. Whether you want to further your education, change careers, travel to exotic places, or join a work-hard play-hard organization, at Axis, you get a life - one that offers personal and professional balance and encourages you to be the best version of yourself. It really is that kind of place! Why imagine what it’s like when you could be one of nearly 3000 Axians worldwide contributing to the culture and innovation.

Taking the first step to be an Axian is easy - all you have to do is apply!

Want to know more about Axis? Please visit our website www.axis.com

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