Technical Support Associate

Summary

Join Jamf as a Technical Support Associate and provide exceptional technical support to our global customer base. This night shift role, based in Poland, requires fluency in English and involves troubleshooting Jamf products and supporting technologies. You will handle phone calls, live chat requests, and create detailed case notes. The position demands strong problem-solving, communication, and customer service skills. Jamf offers a supportive and inclusive work environment with opportunities for growth and development. We are looking for individuals who are passionate about helping customers and thrive in a fast-paced environment.

Requirements

• Fluency in English is a must (B2/C1)
• 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
• Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
• Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
• Supports and promotes 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

• Communication level in German/French/Spanish (B2/C1) is nice to have
• Experience with macOS and iOS is preferred
• Experience with macOS, Windows, and/or Linux server platforms is desirable

Benefits

• We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities
• Named a 2023 Best Workplaces for Women™ by Great Place to Work and Fortune Magazine
• Named a 2024 Best Companies to Work For by U.S. News
• Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
• Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
• Jamf offers remote, in-office, and hybrid roles