Technical Support Engineer Position Available In Gwinnett, Georgia
Tallo's Job Summary: Collaborate closely with Law Enforcement customers to ensure an exceptional experience with Axon's Fusus products and services. Become an expert on the Fusus solution, including available apps, APIs, and the product roadmap. Provide frontline email and phone support for complex technical issues, lead consultative Solution Audits, and assist with tier 1 support. Prioritize client issues, report bugs, and continually improve technical skills in an evolving environment.
Job Description
Description Collaborate closely with Law Enforcement customers to ensure an exceptional experience with Axon’s Fusus products and services. Become an expert on the Fusus solution, including available apps, APIs, and the product roadmap. Partner 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 and 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 and 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 providing training. Log and provide detailed notes on each customer interaction. Develop knowledgebase articles to assist customers and internal teams. 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 prioritize them accordingly. 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, ensuring calls are answered and tickets are closed within a certain timeframe. Customer surveys.
Top skills:
Customer Service, Communication, Networking, Routing/Switching, Analytics.
Nice to have:
Database, video, single sign-on.
Channels:
Chat, Emails, and Calls. #westpriority25
