Technical Services Engineer, Tier 3 (end-to-end software), Technical Services EMEA
Technical Services Engineer, Tier 3 (end-to-end software), Technical Services EMEA
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Job Description
Job Title
Job Description
Are you passionate about technology and helping others Do you enjoy sharing knowledge and solving complex challenges If so wed love for you to join our Technical Services team in EMEA as a Technical Services Engineer Tier 3 (End-to-End software).
What is Technical Services EMEA
Were a team of over 50 people based in Lund Sweden. Our mission is to support our customers who have purchased an Axis solution and now have configuration questions or need help resolving technical matters. We work closely with the sales organization and key functions at Axis HQ always fostering a friendly and open atmosphere within our team.
At Technical Services EMEA our mission is to provide world-class support to our customers and partners. To maintain our high level of service we are now creating a brand-new Tier 3 team within End-to-End software.
In this role you will collaborate closely with Technical Service Specialists (TSS) and your colleagues within Tier 1 and Tier 2.
Job Description
Were excited to say that the Axis End-to-End offering is growing rapidly. To keep up with this growth and ensure we continue to provide world class support were now expanding our team. As a Technical Services Engineer (TSE) Tier 3 youll have the chance to help building a new team and play a key role in creating and continuously improving our workflows. To thrive in this role youll need excellent collaboration skills and a solid grasp of business needs and priorities. Youll work closely with our sales team in the EMEA region.
In this role you will mainly focus on solving technical and often complex issues using our ticketing system (Salesforce and Service Cloud). Youll also have direct phone interactions and remote troubleshooting sessions with Axis customers and partners.
What will you do as a TSE Tier 3 (End-to-End software)
You will work in close collaboration with your Tier 1 and Tier 2 colleagues as well as Technical Service Specialists (TSS). For more complex matters collaboration with other functions at Axis HQ such as Product Specialist Sales Engineers and RnD will also be a key part of this role.
As a TSE Tier 3 (End-to-End software) your responsibilities will be:
Receive and take ownership of support cases until resolution has been reached primarily from Tier 1 and Tier 2 levels where advanced troubleshooting or extensive research is .
Handle phone calls in English also originating from Tier 1 and Tier 2 levels.
Make outbound calls to troubleshoot further and for collecting more in-depth information logs etc.
Coordinate and set up remote sessions (TeamViewer/AnyDesk) with customers and other relevant stakeholders to speed up the case resolution time.
Build and share knowledge about our Axis End-to-End software solutions in close collaboration with Technical Service Specialists (TSS).
Deliver internal training sessions and onboardings within the Technical Services EMEA department.
Take active part in trainings that are offered in person and online such as internal PIM trainings to keep up with changes and updates within the Axis portfolio.
Who are you
As a TSE Tier 3 (End-to-End software) youll need strong problem-solving and analytical skills to be successful. We value energy and autonomy in this role. Professional communication as well as adapting to customer needs and experience level are key to success.
You are a person who fosters a customer-focused and collaborative mindset by following response time guidelines and actively performing follow-ups of on-going technical matters.
You are dedicated to contributing to the department goals such as achieving a 4-hour response time which are followed up in customer satisfaction surveys and Net Promoter Score ratings.You both embrace and act as an ambassador for Axis core values by being open and supportive to colleagues welcoming change and always considering the broader perspective with the Axis hat on.
Moreover you are a person who builds strong relationships and empathizes with customers and colleagues to deliver exceptional customer service by always keeping customers informed and this role you also need to understand the business needs and urgency when necessary often in close collaboration with Technical Services regional managers.
You have a deep technical interest and understanding and a willingness to always stay up to date with the ever-changing Axis portfolio.
Lastly were looking for someone who can communicate fluently in English both in writing and speaking with strong conversational and presentation skills.
What Axis has to offer
By joining Axis you will embark on an exciting journey of personal and professional growth. We will offer you a great introduction to Axis with training. Our team will support you but also listen to your experiences and give you freedom to explore and realize your ideas. We are a fast-growing company that can offer you great career opportunities and a competitive package of benefits.
In exchange for your dedication Axis offers you a job in an open friendly and professional environment. We work in an innovative and global organization that takes great pride in delivering world-class high-quality products services and solutions to our customers. Working with us gives you an excellent opportunity to develop in an organization promoting professional and individual growth. You will have a role where your operational effort really will be of great impact to the overall success of Axis.
We want you to enjoy working with us which is why we offer benefits such as flexible working hours Friday cake company bonus wellness allowance health insurance and your very own Axis bicycle - to name a few.
We also provide a brand new training facility free for every Axis employee. You can see it here Axis HQ
We believe in sustainability equality and inclusion. Read more here
Axis is an organization that values creativity and promotes teamwork and openness. With us you will grow both personally and professionally. You will be part of a team of great colleagues that enjoy going to work in the morning.
Welcome!
Curious to discover more
We have a host of places where you can learn more about Axis our products solutions company culture and what working at Axis is really like.
Check out:
Ready to Act
Axis is a company realizing the benefits of a diverse workforce. We know that diversity in groups creates a better working environment and promotes creativity something that is fundamental for our success. We welcome all applications.We go through applications continuously so dont wait send in your application today!
In case of questions please reach out to recruiting manager Mattias Olander .
Type of Employment
Permanent EmploymentPosting End Date
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.
About Axis Communications
We enable a smarter safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader we offer solutions in video surveillance access control intercom and audio systems enhanced by intelligent analytics applications.
With around 5000 committed employees in over 50 countries we collaborate with partners worldwide. Together we thrive in our friendly open and collaborative culture and inspire each other to think beyond the expected. United by our commitment to inclusion diversity and sustainability we consistently seek to develop our skills and way of working.
Lets create a smarter safer world
For more information about Axis please visit our website .
Listen to Get To Know Axis Podcast
Employment Type
Full-Time
