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Support Technician (m/f/d)

FULLY FLEXIBLE
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

3-5 years technical support experience, Windows troubleshooting, basic SQL knowledge.

Key responsabilities:

  • Answer support calls and emails professionally
  • Provide help desk support on various software and hardware products
Axess AG logo
Axess AG SME https://www.teamaxess.com/
201 - 500 Employees
About Axess AG
AXESS - Smarter Solutions for a digital planet 🌍. AXESS AG provides secure and innovative solutions in Ticketing and access control management. Target markets are applications with public access in five business areas: 🎿 Ski Resorts & Destinations ⚽️ Stadia & Arenas 👔 Fair & Convention Centers 🎡 Leisure, Museums & Attractions 🚂 Touristic Transport About AXESS: Founded in 1998, Axess has become a market leader in the access control and ticketing industry, looking back on a remarkable 25-year journey of success. In the year 2022, our turnover surged by an impressive 30%, reaching a value of 78.5 million euros. Operating in 53 countries, we have installed more than 14,500 Points of Sale and over 28,000 Points of Control, ensuring seamless access management. With more than 410 million RFID Smart Cards and Tickets deployed, Axess has transformed the way people access events and venues. Annually, our AXESS systems handle over 3.3 billion transactions. Embracing digital solutions, we facilitate more than 3 million online bookings each year, staying at the forefront of technological advancements. Axess remains committed to delivering cutting-edge access control and ticketing solutions, redefining possibilities for our clients globally.
See more Axess AG offers

Job description

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Your missions

Your mission
Axess Americas, the North American division of Team Axess (located in Salzburg, Austria), a worldwide leader of professional access control, ticketing solutions, and resort management software for ski areas, has an immediate opening for a Support Technician. This position is REMOTE and must be located within one hour of a major airport AND within driving distance of ski resorts.  

This position encompasses a wide variety of technical tasks and will appeal to someone who has a passion for the ski industry and prefers a mix of office- and field-based activities:
  • Answer support phone calls and emails, including hot line phone support during traditional, holiday and non-business hours, in a calm, professional, and courteous manner.  
  • Provide help desk support on a variety of proprietary and off-the-shelf software and hardware products including point-of-sale equipment, access control gates and turnstiles, printers, and scanners.
  • Respond to support requests in accordance with Axess Americas established internal Service Level Agreements (SLAs). 
  • Log, track, and update support tickets using email and defined software.  
  • Become a subject matter expert and mentor for knowledge share and training on new and existing products.   
  • Create and execute customer-centric programs to ensure success.
  • Provide on-site support for installation, maintenance, and repairs of equipment and systems.  
  • Act as company liaison with office IT vendors and new and existing Axess employees.   
  • The position shall continuously seek out opportunities to improve the customer experience. This may include sourcing new technology when appropriate, periodically revisiting established processes to evaluate overall effectiveness and ease of use and/or changing product configurations.   
  • Other duties & responsibilities as assigned. 

Your profile
  • 3-5 years of relevant technical support experience with a a technology solutions provider or resort.
  • Ability and desire to work independently and be accountable for ensuring customer success.
  • Windows troubleshooting skills, familiarity with basic SQL and database management knowledge, networking fundamentals.
  • Experience with the Microsoft Office suite of tools.
  • Expected travel 25% especially in fall season.
  • Good judgment and proven ability to effectively prioritize and coordinate multiple tasks in a group environment.
  • Strong preference for fluent French literacy.
  • Work schedule may include weekends and holidays.
  • Strong initiative to seek additional tasks and follow-up on pending projects.
  • Physical ability to install, maintain, and repair Axess hardware and software at the customer site, including on unimproved and difficult terrain in adverse weather.  
  • Ability to work as part of a team and convey a positive and professional attitude towards other staff members, clients and vendors.
  • Superior writing skills; strong preference for technical writing experience.
  • Potential for domestic and international travel necessitates valid passport or ability to acquire passport.   
  • Critical thinking and troubleshooting skills.
Your benefits
Axess recognizes our people as our most valuable asset. Our competitive salary and benefits package include company paid medical and dental insurance, prescription drug coverage, paid sick/vacation time, and paid company holidays.  
 
Axess Americas is an Equal Opportunity Employer. Local applicants encouraged to apply, no relocation available. Employment contingent upon successful completion of background investigation. Qualified applicants apply at  https://www.teamaxess.com/en/careers with cover letter, resume and references.
Your contact at Axess
If you need support or have any questions about this position, please contact Mr. John Koutrouba (Manager of Technical Support) at any time.
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About us
Axess is the international trendsetter and leader when it comes to visitor management and B2B guest solutions. All over the world you can find our systems in famous ski resorts & destinations, stadia & arenas, fair & convention centers, leisure, museums & attractions. We are always looking for new talents to work with our teams in 19 countries worldwide. Start your career in our future-oriented and expanding enterprise. Enrich our team with your personality and skills.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
Check out the description to know which languages are mandatory.

Hard Skills

TelehealthSocial WorkPsychology

Soft Skills

  • presentations
  • verbal-communication-skills
  • Organizational Skills
  • Teamwork
  • Compassion
  • Empathy
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