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Senior Team Lead, Technical Support at Axon | Atlanta, GA

Axon Enterprise, Inc.Atlanta, Georgia, United States
On-site Full-time

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Experience Level

Senior

Qualifications

Lead and inspire a team of support specialists and engineers, ensuring that performance standards and customer satisfaction metrics are not only met, but exceeded. Become a subject matter expert on the Axon Fusus solution, encompassing all available applications, APIs, and upcoming developments. Work with industry-standard Video Management Systems (VMS), IP Cameras, and Linux networking tools. Set an example by skillfully managing complex cases, enhancing team morale, and fostering a customer-centric culture. Conduct regular one-on-one meetings to identify training needs and ensure product expertise. Perform weekly evaluations of agent-customer interactions, ensuring compliance with internal standards and industry best practices. Monitor QA metrics such as accuracy, empathy, resolution effectiveness, and response times, presenting insights and improvement strategies to leadership. Oversee the onboarding process and continuous education for new and existing agents by providing structured guidance, shadowing opportunities, and constructive feedback. Identify training deficiencies through quality assurance and case analysis; proactively address them as needed.

About the job

Join Axon and Make a Difference.

At Axon, we are dedicated to the mission of Protecting Life. We tackle society's most pressing safety and justice challenges through our innovative ecosystem of devices and cloud-based software. Our collaborative approach fosters open communication and diverse perspectives, enriching our connections with customers and communities alike.

Life at Axon is dynamic, challenging, and rewarding. Here, you will take ownership and make a tangible impact, growing alongside a team committed to a purpose that truly matters.

Location: Peachtree Corners, GA, United States (Greater Atlanta Area)
Reports to: Senior Manager, Technical Support
Direct Reports: N/A

About Axon Enterprise, Inc.

Axon is at the forefront of public safety and justice technology, empowering organizations with innovative solutions that protect lives and promote accountability. Our products and services are designed to enhance safety and support law enforcement agencies in their critical missions.

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