Your Impact
As the Manager of our Fusus by Axon Technical Support team, you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team.
You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion. Come work with us in a dynamic environment in which you'll use your passion, technical experience, and strong problem-solving skills.
What You'll Do
Location: Onsite 4 days a week out of our Peachtree Corners Location
Reports to:Sr. Manager, Customer Support
Direct Reports:10-15 Technical Support Representatives
Team Leadership & Development:
Lead and manage a team of technical support representatives to provide exceptional customer support across hardware, software, and network environments.
Issue Resolution & Escalation:
Oversee timely and effective resolution of complex technical issues, ensuring escalation procedures are followed to meet service level agreements (SLAs).
Performance Monitoring & Quality Assurance Auditing:
Monitor support calls and tickets in real-time, ensuring adherence to quality assurance (QA) processes, and proactively identifying areas for improvement.
Coaching & Development:
Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.
Customer Satisfaction & Retention:
Track and manage customer satisfaction metrics (CSAT, NPS) through surveys and interactions, actively implementing strategies to improve retention and loyalty.
Reporting & Analytics:
Generate and analyze reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like Salesforce.com. Present insights to senior leadership.
Collaboration with Cross-Functional Teams:
Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.
Knowledge Base Management:
Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.
SLA Management:
Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.
Root Cause Analysis (RCA):
Conduct root cause analysis on significant incidents or recurring issues, delivering comprehensive post-incident reports and recommending preventive measures.
What You Bring
Bachelor's Degree or equivalent work experience
5+ years of experience in a customer facing role
3+ years of experience of people leadership, preferably in a fast-paced Customer/Technical Support environment
Technology/SaaS industry experience highly preferred
Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP) is preferred
Networking certifications a plus
Experience with call center technology, including ACD, CRM, workforce management agent productivity tools, and quality management tools
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
Benefits that Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Medical, Dental, Vision plans
Fitness Programs
Emotional & Mental Wellness support
Learning & Development programs
And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay and bonus. The starting base pay for this role is between USD 88,000 in the lowest geographic market and USD 132,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.