Technical Services Representative

Are you passionate about customer success and continuous improvement in customer engagement? Do you want to be a part of a great team where you build value together with our customers? If this sounds like you, we would like to speak to you

As a Technical Services Representative (TSR), you are mostly involved in the RMA (Return Material Authorization) support flow by handling and administrating RMA cases in all aspects, including RMA approval and follow-up, coordination and communication with customers, RMA partners, sales, and internal stakeholders as applicable.

You are required to have 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's needs, and following up with customers are important requirements.

You will support the Oceania region, and this role will be based in Melbourne, Australia.

WHAT WILL YOU DO AS A TECHNICAL SERVICES REPRESENTATIVE?

• Handle the day-to-day RMA support via ticket system and phone.
• Handle general enquiries via phone.
• Work with a case-driven system where you have the final responsibility towards the customer for concluding and closing your cases.
• Work with customers and RMA partners regarding returns or DOAs / warranty exchanges.
• Maintain, review, and update process documentation regularly; create new documents as required.
• Collaborate with various internal departments and offices on RMA returns and payments.
• Authorize RMA cases & guide customers through the RMA process.
• Follow customs and compliance regulations.
• Support customers with invoice questions.
• Escalate to other departments such as Reverse Supply Chain, Distribution, and Global Customer Services.

WHO ARE WE LOOKING FOR?

• Strong sense of customer care
• Social and structured individual
• Customer support/service experience
• Excellent communication skills, both verbally and in writing
• A basic technical foundation to stand on
• Fast learner and eager to change
• Stress resilient and able to prioritize tasks
• Team player, collaboration, and ability to fit in a group quickly
• Proactive and self-driven

What we have to offer

When you join Axis, you enter a workplace that fosters community, creativity, and commitment. We take care of our people by offering:

• Positive work environment where your voice matters. We are recognised by the Great Place to Work certification.
• Team Fika—Swedish for: Making time for friends and colleagues to grab a coffee and something to eat—we value team connection and collaboration.
• Commitment to sustainability and social responsibility: Axis is a member of The United Nations Global Compact.
• Flexible work arrangements available
• Access to learning and development opportunities
• Employee benefits including monthly gym and home internet allowance
• Group Life and TDP Insurance
• Free counselling services to you and your immediate family through our Employee Assistance Program.

Ready to Act?

Axis is a company realizing the benefits of a diverse workforce. We know that diversity in groups creates a better working environment and promotes creativity, something that is fundamental for our success. The first step of becoming an Axis employee is easy – all you have to do is apply

Type of Employment: Permanent Employment

Posting End Date: 2025-07-30

Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.

About Axis Communications
We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.

With around 5000 committed employees in over 50 countries, we collaborate with partners worldwide. Together, we thrive in our friendly, open, and collaborative culture and inspire each other to think beyond the expected. United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.

Let´s create a smarter, safer world

For more information about Axis, please visit our website www.axis.com.

Listen to Get To Know Axis – Podcast