Remote Manager, Technical Support

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