Technical Support Engineer

Description

• Work closely with Law Enforcement customers to ensure a stellar experience with Axon’s Fusus products & services. • Become an expert on the Fusus solution, available apps, APIs, and roadmap • Join Forces with Axon Teams to triage and prioritize agency change and feature requests • Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation. • Provide frontline email & phone support to customers for complex technical issues • Research, diagnose, troubleshoot, and identify solutions to resolve Axon device and system issues directly with customers via phone & email • Follow up with clients to ensure their systems are fully functional after troubleshooting • Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training • Log & provide detailed notes on each customer interaction • Develop knowledgebase articles • Solve problems effectively in an ever-evolving environment • Report bugs and trends to the necessary Axon teams • Participate in an on-call rotation for outages or other critical escalations as needed • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients • Proactively improve knowledge and develop analytical and technical skills

Skills

Technical support, Customer service, Troubleshooting, networking, single sign-on, Video, routing and switching

Top Skills Details

Technical support,Customer service,Troubleshooting,networking,single sign-on,Video,routing and switching

Additional Skills & Qualifications

KPIS: volume based, reaction time based, are we answering calls and closing tickets in a certain amount of time. Customer surveys. Top skills: Customer Service, Commnication, Netowrking, Routing/Switching, Analytics Nice to Have: database, video, single sign on They wil be working 3 channels: Chat, Emails, and Calls

Experience Level

Entry Level