Technical Services Representative
Core
Tier I technical support representative handling initial screening of inbound customer inquiries via telephone, chat, and online helpdesk for Axis Communications security solutions.
Role type
Tier I technical support representative
Builds
Customer support interactions and case documentation for security products
Domain
Security technology / Customer support
Deliverable
client delivery
Required skills
Troubleshooting, CRM system management, database information verification, first call resolution, product knowledge development
Preferred skills
Bilingual or trilingual capabilities (Spanish, Portuguese, French), experience in fast-paced environments
Responsibilities
Answer inbound customer inquiries via telephone, chat, and online helpdesk; Collect and confirm database information for each customer; Open and update cases in the customer relationship management system; Provide first call resolution and escalate calls/cases as necessary; Educate customers about website information availability; Develop basic product knowledge
