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. This role provides technical support and guidance for customers related to the installation, troubleshooting, and integration of Jamf products and supporting technologies.

Requirements

• High School Diploma or GED (Required)
• Japanese Language - Native (Required)
• English Language Proficiency (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

Preferred Qualifications

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