Technical Support Representative

Join the company and be a Force for Good.

At the company, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at the company is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The Technical Support Representative provides first class technical support to the company customers through multiple communication channels which may include email and phones. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals.

• Location: Remote, Australia

• Direct Reports:  0

• Shift: Wednesday to Sunday, 8 AM - 5 PM AEDT

What You’ll Do

• Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other the company related questions.

• Build and maintain subject matter expertise of all the company products, solutions, and policies.

• Assist customers utilizing problem solving skills and customer empathy.

• Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to their manager.

What You Bring

• Bachelor’s Degree preferred or equivalent work experience

• 1+ years external technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms

• Excellent verbal and written communication skills (fluency in multiple languages a plus).

• Passion for helping people and solving problems

• Proficient with Windows operating systems, mobile devices and cloud-based solutions.

• Strong analytical/troubleshooting skills

• Proficiency with Microsoft Office

• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset

• Self-driven, ability to work independently and actively seeks out team needs and solution

• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

Don’t meet every single requirement? That's ok. At the company, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at  [link for members]  or via our  the company Privacy Web Form . For more information, please see the Your California Privacy Rights section of our  Applicant and Candidate Privacy Notice.

The company’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as the company’s impact on the environment. All the company employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. The company employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [link for members]  Please note that this email address is for accommodation purposes only. The company will not respond to inquiries for other purposes.

Phishing alert:  the company will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at [link for members] .  If you receive a suspicious offer or outreach from an email address that is not [link for members] , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [link for members] .