Remote Technical Support Associate I

Summary

Join Jamf as a Technical Support Associate I and provide technical support and guidance to customers regarding Jamf products. This remote role, based in Poland, requires fluency in English and German. You will troubleshoot issues, answer phone calls and live chats, document cases, and communicate effectively with customers. The position demands strong problem-solving, customer service, and communication skills. Jamf offers a supportive and inclusive work environment with opportunities for growth and development.

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
• Other duties and special projects as assigned
• 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

Benefits

• Remote work
• Clear and defined customer support career path
• Opportunities to explore horizontal career growth