At a Glance
- Tasks: Provide top-notch technical support via phone, chat, and online helpdesk.
- Company: Join a dynamic team at a leading tech company with a flexible hybrid work model.
- Benefits: Enjoy competitive salary, health benefits, generous vacation, and professional development opportunities.
- Other info: Great career growth potential and a supportive workplace culture.
- Why this job: Make a real difference by helping customers solve their tech issues every day.
- Qualifications: Strong communication skills and experience in customer service or call centre environments.
Technical Services Representative – Tier I (Hybrid position) provides initial screening of all inbound technical support interactions via telephone, chat, and our online helpdesk. This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, Massachusetts headquarters (after completing initial training and meeting desired KPI’s). This gives our employees the much needed flexibility and helps us maintain contact with our culture and fellow Axians. Employees are welcome to work full time in the office if they prefer.
Salary: $53,000 annually (English only role), $56,750 annually (Bilingual - English with Spanish/Portuguese/French)
Shift and Language Requirement: 11:30 a.m. to 8:00 p.m. shift, and Spanish language is always a plus.
What You’ll Do Here…
- 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, documenting actions taken and outcome.
- Provide first call resolution whenever possible and escalate calls/cases to technical or sales support as necessary.
- Educate customers about website information availability.
- Develop basic product knowledge.
What We Are Looking For…
- Excellent communicator, written and oral.
- Excellent customer service skills.
- Time management and multi‑tasking.
- Strong computer skills.
- Microsoft Office proficiency.
- Detail oriented.
What You’ll Need…
- Relevant experience in a call center, customer service, or support environment, including troubleshooting calls.
- Experience in a fast‑paced environment.
Physical Demands and Travel…
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee is occasionally required to lift 10‑20 lbs. Expected travel time for this position is 10% (domestic and international).
Benefits:
- Inspire you to grow and develop through employer‑offered training as well as tuition reimbursement.
- Health, dental, vision, and fitness/health and wellness programs.
- Paid parental leave and dependent care reimbursement account.
- Generous vacation benefit, plus a 3‑week sabbatical on your 5‑year anniversary (and every 5 years after).
- 401(k) program and employer matching.
Note: Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.
Technical Support Representative in Chelmsford employer: Dormont Manufacturing Co
At Axians, we pride ourselves on being an excellent employer by offering a flexible hybrid work model that fosters a supportive and collaborative culture. Our Chelmsford headquarters provides a vibrant environment where employees can thrive, with ample opportunities for professional growth through training and tuition reimbursement. With competitive benefits including generous vacation time and a unique sabbatical program, we are committed to the well-being and development of our team members.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Representative in Chelmsford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Representative in Chelmsford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
