Jamf is hiring a
Manager, Technical Support
Jamf
π΅ ~$143k-$214k
πRemote - Poland
Please let Jamf know you found this job on JobsCollider. Thanks! π
Summary
Join Jamf, a company that empowers people to be their best selves and do their best work. As the Manager of Technical Support, you will lead a team in providing technical support to customers, develop staff, and maintain processes. This is a full-time remote position based in Poland.
Requirements
- Fluency in English is a must (B2/C1)
- 4 year / Bachelor's Degree (Preferred, a combination of relevant experience and education may be considered)
- > 2 Years Strong understanding of the needs and processes surrounding technical support (Required)
- > 2 Years of Proven ability to manage others in a fast paced and growing environment (Required)
- Proactive, driven, independent-thinker who strives for results while contributing to the team (Required)
Responsibilities
- Build and develop a self-sustaining support team
- Mentor and be an escalation point for any technical support or account related issues
- Organize, create, and grow the processes for Technical Support
- Develop staff on, and ensure processes are used effectively
- Facilitate resources for the team to ensure high quality technical support for customers
- Ensure target response times are monitored and requests are processed in a time consistent with the efforts of the organization
- Ensure staff is effectively staffing our standard support phone line and live chat, and effectively communicating with customers
- Support customer retention efforts by providing excellent customer service to exceed customer expectations
- Deliver reports and measurements of metrics and performance to staff and management
- Build and maintain written technical documentation resources for Jamf
- Create and encourage methods for facilitating knowledge transfer within the Technical Support team and extend to communication outside of department
- Manage the escalation process for customer cases as needed
- Provide direction and measurement of key metrics to Technical Support staff and team
- Work to ensure that the regional team is acting as part of the 24/7 Global organization
- Collaborate with the others inside Technical Support management team to achieve future departmental and company goals
- Other duties and special projects as assigned
Preferred Qualifications
> 2 Years Advanced knowledge and experience with Jamf Products (Preferred)
Benefits
Remote work, flexible hours
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Please let Jamf know you found this job on JobsCollider. Thanks! π