What are the responsibilities and job description for the Technical Account Specialist position at Axon?
Your Impact
This is an opportunity for professional growth and the chance to contribute to the success of a software startup with accelerated growth inside a public company. You will collaborate within deployment teams to position the client for a successful go-live and project maintenance.
The Technical Account Specialist (TAS) is going to be a key member of the Axon Latin America team with the primary responsibility of providing the highest quality service and support Axon customers at their facilities and remotely. In addition, the TAS will work with the Regional Sales organization directives in order to complete technical assignments such as providing support for Proof of Concepts (POCs) and deployment of Axon products.
Location: Remote within Puerto Rico
Your Day to Day
- Account Management: The TAS will be responsible for all Account Management aspects of Axon Customers in Latin America. The TAS will act as the primary point-of-contact for all technical activities for the accounts they manage. Some of these activities are (not all):
- Provide technical support for customers to support pre-sales and post-sales processes
- Perform Upgrades of Equipment and Software
- Daily Operations/Troubleshooting
- Customer Site Assessment/Survey
- Address all product-related queries on time
- Train customers to use products effectively
- Communication with Customer Executives
- Customer Data Collection and Analysis at country/sector level
- Projects - The TAS will be responsible for all projects implemented at Customer Sites.
- Ensure good communication within Axon and the customer site
- Involved in New Product Launches
- Establish best practices
- Personal Development - The TAS will continue personal development to enhance their skills.
- Presentation Skills
- Communication Skills
- Project Management
- Continued Product Knowledge – The TAS will continue current on the in-market Axon Portfolio.
- Attend to Internal Training Sessions
- Keep up to date on market advancements
- Documentation of all technical support activities (Calls for Service)
- Participation and execution of Customer Technical Reviews
- Assist Sales with presentations and analysis to enlarge customer portfolio
- Document translation & verification
- Maintain active customer engagements, meetings, updates, and reporting commitments.
- Derive actionable insights and recommendations from de-identified data and carrier data.
What You Bring
- Strong Network knowledge, including firewalls, switches, routers, proxies, TCP/IP, and information security
- Self-starter who thrives with problem-solving and embraces ambiguity
- Ability to work well independently, time manage, as well as with cross-functional teams
- Exceptional attention to detail
- Ability to work in multiple data capture and analysis platforms
- Relevant experience with data analysis and transformation
- Experience with Restful APIs
- Hands-on experience with Linux and Windows Server management
- Demonstrated outcome-driven thinking. Can make hard tradeoff assessments.
- Willingness to join forces and drive company-wide initiatives across multiple departments
- Strong interpersonal, communication, and organizational skills
- Ability to translate analytic techniques and outputs for non-technical audiences
- Solid time management and multitasking skills
- Experience working with or in Law Enforcement
- At least 3 years of customer Relationship management with English and Spanish fluency
- Experience with SAAS
