Job Opening: Technical Services Representative (TSR) with Italian

We have a job opening for a role in the Technical Services team, and we are eager to find an Italian-speaking Technical Services Representative (TSR) on a permanent basis.

As an Italian-speaking TSR you will be working on Tier 1 level in our technical support function and together with your colleagues you'll be responsible for the support-flow in return material authorization (RMA). This includes approval, follow-up, coordination, and communication with customers and RMA partners. As a TSR, you are expected to extend your scope and start covering other aspects of Tier 1 support, such as entry-level technical questions about our products. By nature, a TSR also handles potential questions about sales within the RMA cases and works closely with internal stakeholders as applicable.

All our TSR's at Axis are connected to a certain region and language to handle RMA cases in their local language. Based on the region/language you are covering, you'll be a part of a regional team as well as the TSR function.

As a technical support function in an IT company, we value if you have a technical interest and eagerness to learn more about the products for which you will deliver the RMA service. Long term, we believe there will be clear opportunities for you to grow within our organization!

What is Axis?

Axis is a fast growing and innovative IT company with a global footprint. As of today, we are around 5000 employees globally. Our success is largely a result of our highly skilled staff and our strong culture of daring to succeed and allowing ourselves to constantly break new ground. We allow and promote independent thinking!

Your future team

At your disposal, you will have a team that consists of other Technical Services Representatives and Technical Services Engineers, that are able to provide product-specific assistance and general help in the role. You will be a part of a wide organization of around 50 colleagues with around 30 different nationalities.

Take a look at your future team behind the scenes by clicking or pasting this link:

https://www.youtube.com/watch?v=7IhTip6pfMA&feature=youtu.be (https://www.youtube.com/watch?v=7IhTip6pfMA&feature=youtu.be)

This position is in Lund, the southern part of Sweden in close proximity to both Malmö and Copenhagen. We offer great benefits, like breakfast every day, classic Swedish fika on Fridays, physical training grants, insurance, and an extensive onboarding program.

What You'll Do here as a Technical Services Representative

• Work with customer and RMA partners regarding returns or DOA's / warranty exchanges
• Maintain, review and update process documentation on a regular basis as well as creating new documents as required
• Collaborate with various internal departments and offices on RMA returns and credits
• Administrate reports and improve processes, tasks related to it
• Work with a case-driven system where you have the final responsibility towards the customer for concluding and closing your cases.
• At a professional communication level, maintain a good dialogue with the customer throughout the resolution of a support case
• Get introduced and familiarized with Axis products and consequent technical knowledge

Your primary responsibilities

• Handle the day-to-day RMA support via ticket system and phone
• Authorize RMA cases & guide customers through the RMA process
• Follow customer regulations
• Support customers with invoice questions
• Engagement in improvement processes and dialog with other departments
• Documentation of process or guidelines regarding your region/tasks

Who are we looking for?

You have a passion for delivering customer service and thrive by helping customers and colleagues, and we expect that you are a person with a strong personal drive who easily co-operates across organizational borders. Working as a Technical Services Representative requires good communication and problem-solving skills. We consider that being energetic and self-sufficient is important to be successful in this role. Understanding professional communication, adapting to the customer needs, and following up with customers are important requirements.

Apart from the above mentioned, we'd love to hear that you have/are:

• Minimum 1 year of experience in customer support
• Fluency in the Italian & English language, written and spoken
• Strong interest in technology
• Fast learner and eager to adapt to changes

Bonus points will be given for...

• A higher-level education in business administration, marketing, service management or related subject
• Additional language skills in other Latin languages such as Spanish and Portuguese

WHAT CAN AXIS DO FOR YOU?

As a member of the Axis team, you will be part of a dynamic and multicultural environment. You would be working with a highly developed technology and a high-value brand. Together with your colleagues, you will be considered a key asset in moving Axis towards the goal of being number one in their industry and giving our customers a state-of-the-art service.

Ready to Act?

Openness might be a buzz word in other companies, but at Axis, this is the core of who we are. Our most important asset is our ability to cooperate. We have realized that great ideas can come from anywhere. Therefore, we encourage everybody to contribute and innovate.

Do you recognize yourself in this profile? We want to hear from you!

Please note, your CV must be in English to be considered for the role.