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Technical Account Manager
| Company | Axon |
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| Location | Shirley, NY, USA |
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| Salary | $64000 – $96000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- Bachelor’s Degree or equivalent work experience
- 1+ years of professional experience working with Major City or Enterprise-level customers
- Proven track record of successfully managing customer relationships and technical projects
- Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
- Excellent interpersonal skills with strong written and verbal communication
- Detail oriented with excellent organizational and time management skills
- Demonstrated ability to deal with change and remain calm in high-stress situations
- Must be able to pass agency background check
Responsibilities
- Commute to Suffolk County daily Monday-Friday and be available during core agency hours
- Provide tier 1 and 2 technical support to agency personnel
- Be a product specialist of one or more Axon products utilized by the agency
- Achieve mastery of Axon’s Redaction products and Evidence.com
- Interpret policy and law governing redaction that cannot cover every unique depicted situation
- Participate in weekly stand-up meetings
- Produce weekly and quarterly analysis reporting as assigned
- Be fully proficient in redaction process and help produce redacted evidence
- Responsible for applying appropriate redactions and edits to such footage in accordance with all applicable laws and Department policies
- Help develop and continuously improve technical documentation and job aids
- Manage customer expectations, keeping customers satisfied and expectations realistic
- Maintain customer confidence, especially in high-pressure situations
- Communicate customer feedback across multiple teams and divisions within Axon
- Troubleshoot and documents daily issues and communicate status to stakeholders
- Remain organized and focused on removing obstacles through creativity and adaptation to rapidly changing circumstances
- Produce status and usage reports of assigned products for agency insight
- Maintain familiarity with relevant Axon Academy content and leverage for training
- Go on-site to the individual precincts or commands to provide assistance and help with Axon devices and software where needed
Preferred Qualifications
- Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage is desired
- Experience working and supporting law enforcement is desired
- Experience using Excel formulas to produce analytical charts
- Experience creating analytical reports and visual aids in Excel, Word and PowerPoint for senior level presentations
- Knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies is desired
- Knowledge of CCTV, VMS, and IP cameras is desired
- Experience working closely with a sales and support team is desired
- Bilingual in Spanish preferred
