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Role Description

This role involves providing superior technical support and troubleshooting for Axis customers. The Customer Support Specialist (CSS) will use a range of technical expertise, including customer service skills, tools, and resources available to deliver effective solutions to technical issues.

• Identify, research, and resolve technical and end-user application failures and deficiencies.
• Ensure proper follow-through on all directives, bulletins, and schedules from management.
• Proactively identify areas where product improvements can be made to enhance ease of use and functionality.
• Educate and coach customers on best practices for using Axis products and services.
• Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments.
• Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability.
• Assure customer acceptance of and quality of resolution.
• Identify and escalate issues that require advanced product knowledge or technical expertise.
• Serve as a Subject Matter Expert for the design and development of training materials.
• Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
• Continuously engage in self-directed learning opportunities to increase functional product knowledge.
• Document known errors, workarounds, procedures, and product-specific information.

Qualifications

• Bachelor's degree or equivalent work experience
• 2+ years customer service / contact center experience
• General automotive knowledge
• Experience troubleshooting hardware, software, and network-related issues
• Ability to communicate clearly and concisely, both orally and in writing
• Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and creatively
• Strong analytical, technical, and problem-solving skills

Requirements

• Experience with Salesforce, Five9, Slack, & Google Suite
• Web Crawling/Search experience
• Ability to retain knowledge of State/Local/Federal/Contract Requirements for Role
• Able to successfully manage tasks and inquiries for VIP clientele Customer Service including Phone Etiquette, Empathy, and Active Listening
• Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve

Benefits

• Competitive pay
• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
• Immediately vested 401K (US) or RRSP (Canada) with company match
• Paid Vacation, Personal, and Sick Time
• Paid maternity and paternity leave (US)
• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
• Robust Employee Assistance Program
• Employer paid Leap into Service Day to volunteer
• Tuition Reimbursement for eligible programs
• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
• Company culture of internal promotions, diverse career paths, and meaningful advancement