Technical Support Representative

Job Description

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: Remote in Quebec, Canada
Reports to: Manager of Technical Support
Direct Reports: 0

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
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
3+ 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

401k with employer match
Accrued paid time off
Paid parental leave for all
Medical, Dental, Vision plans
Fitness Programs
Emotional & Mental Wellness support
Learning & Development programs

Benefits listed herein may vary depending on the nature of your employment and the location where you work.
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
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.