Remote Technical Support Associate I

Summary

Join Jamf, a company that empowers people to be their best selves and do their best work, as a Technical Support Associate I. This role provides technical support and guidance for customers related to the installation, troubleshooting, and integration of Jamf products and supporting technologies.

Requirements

• Fluency in English is a must (B2/C1)
• Fluency in German (B2/C1) required
• Aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences
• Ability to perform basic troubleshooting and problem-solving tasks related to server infrastructure, systems, networks, and hardware
• Capacity to multi-task and quickly prioritize duties
• Exceptional customer service skills
• Strong interpersonal and organizational skills
• Excellent written and oral communication skills to thrive in a fast-paced environment
• Ability to work independently and as part of a team

Responsibilities

• Utilize available documentation and resources to identify and resolve customer issues quickly and effectively to maximize same-day resolution and customer satisfaction
• Answer regional support phone calls and live chat requests, and contribute to the 24/7 global support resource pool to maintain the availability and reliability of technical support for customers
• Create excellent case notes to document issues for collaborative troubleshooting and resolution to ensure painless hand-offs when escalating customer issues
• Effectively communicate with customers in all mediums to meet evolving customer demand to maximize customer satisfaction
• Maintain best practices in case management to escalate cases quickly and effectively as needed to minimize the resolution time of customer issues
• Perform all job responsibilities in alignment with the core values, mission and purpose of the organization
• Adhere to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
• Support and promote a positive, inclusive workplace; one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work

Preferred Qualifications

• Experience with macOS and iOS is preferred
• Experience with macOS, Windows, and/or Linux server platforms is desirable