Interview Studio

Requirements found

Scheduling Customer Support Training Recruiting (must)

What this posting asks for

Level: Entry level — The posting asks for 1 years of experience.

Main responsibilities

• Location: This role is based out of our Headquarters office in Scottsdale, AZ and follows a hybrid schedule. We rely on in-person collaboration and ask that …
• Reports to: Manager of Technical Support
• Become an expert on the Axon Fusus solution that includes all available apps, APIs, and new development roadmap
• Work with various industry standard Video Management Systems (VMS), IP Cameras, and Linux networking tools
• Work with the Implementation team to assist with the geospatial setup of customer locations
• Respond to and resolve inbound Customer support requests through email and telephone
• Troubleshoot Customer support issues and follow Axon Fusus escalation policy
• Document all work completed within the Axon Fusus CRM support tool
• Participate in Axon Fusus sponsored training and certifications to advance technical skills.

Competencies an interviewer will look for

• Technical skill Core
  In the posting: “We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software.” · “This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality…” · “Document all work completed within the Axon Fusus CRM support tool”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Customer focus Core
  In the posting: “We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.” · “The Technical Support Representative provides first class technical support to Axon Fusus customers through multiple communication channels which include pho…” · “This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality…”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Attention to detail and quality Core
  In the posting: “We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software.” · “This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality…” · “Work with various industry standard Video Management Systems (VMS), IP Cameras, and Linux networking tools”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Problem solving Core
  In the posting: “Respond to and resolve inbound Customer support requests through email and telephone” · “Troubleshoot Customer support issues and follow Axon Fusus escalation policy”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Teamwork and collaboration Core
  In the posting: “We rely on in-person collaboration and ask that team members work onsite 4 days in-office.” · “We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Planning and organisation Core
  In the posting: “Life at Axon is fast-paced, challenging and meaningful.” · “Location: This role is based out of our Headquarters office in Scottsdale, AZ and follows a hybrid schedule.”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Communication Supporting
  In the posting: “The Technical Support Representative provides first class technical support to Axon Fusus customers through multiple communication channels which include pho…”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Ownership and accountability Supporting
  In the posting: “Here, you’ll take ownership and drive real change.”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Leadership and mentoring Supporting
  In the posting: “We believe that connection fuels innovation, and our in-office culture is designed to foster meaningful teamwork, mentorship, and shared success.”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Data and analysis Supporting
  In the posting: “Strong knowledge of enterprise network equipment (routers, firewalls, tunnels), configuration, and data flow required”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.

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