Technical Support Associate

Summary

Join Jamf as a Technical Support Associate and work remotely from Poland in a 12-hour night shift role (Friday-Sunday and Bank Holidays, 8 pm-8 am). You will provide Tier 1 technical support to Jamf Pro and Jamf Now customers, focusing on first-touch issue resolution. Responsibilities include answering phone calls and live chat requests, utilizing documentation to resolve issues, creating case notes, and effectively communicating with customers. This full-time position requires fluency in English (B2/C1) and aptitude for learning technical concepts. Experience with macOS and iOS is preferred. Jamf offers a supportive and inclusive work environment with opportunities for career growth.

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 Japanese/Chinese (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

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