Technical Services Representative

We have a job opening for a role in the Technical Services team, and we are eager to find a Swedish & English-speaking Technical Services Representative (TSR).



The TSR role is mostly involved in the return material authorization (RMA) support flow, by handling and administrating RMA cases in all aspects. This includes approval, follow-up, coordination and communication with customers and RMA partners regarding their cases. By nature, a TSE also handles potential questions about sales within the RMA cases, and works closely with internal stakeholders as applicable.



A TSR is normally connected to a certain region and language to handle RMA cases in their local language, but the person is also part of the TSR team - which is the primary organizational dimension for a TSR. As such, a TSR can be assigned or take on certain tasks related to the function of the TSR team itself and will back-up TSR colleagues that are on leave.



What is Axis?

Axis is a fast growing and innovative IT company with a global footprint. As of today we are around 4000 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.



Your future team

At your disposal, you will have a team that consists of other Technical Services Representative 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:

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; Creating new documents as required
* Collaborate with various internal departments and offices on RMA returns and credits
* 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



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
* Escalate to other departments



Who are we looking for?

Working as a Technical Services Representative requires good communication and problem-solving skills. We believe 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.



Since you, as a Technical Services Representative, will be supporting the Northern Europe region, you must be able to both speak and write in Swedish and English fluently. Native English is a merit.



We'd love to hear that you have/are:

* Minimum 1 year of customer support experience
* Excellent communication skills in English and Swedish, written and spoken
* A basic technical foundation to stand on
* Fast learner and eager to change
* Stress resilient and ability to prioritize tasks
* Team player, collaborative, and ability to find yourself in a group quickly



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.