Technical Support Associate I

Summary

Join Jamf as a Technical Support Associate and provide technical support to customers regarding Jamf product installation, troubleshooting, and integration. You will handle phone calls and live chat requests, aiming for same-day issue resolution. This role requires a High School Diploma or GED, native Chinese language skills, and English proficiency. Preferred qualifications include an Associate's degree, Korean language proficiency, and experience with macOS, iOS, and server platforms. Jamf offers a supportive work environment, remote work options, and opportunities for career growth. The company boasts a strong track record and a thriving work culture.

Requirements

• High School Diploma or GED
• Chinese Language - Native
• English Language Proficiency
• 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
• Ability to engage with and establish trust and rapport with all levels of customers and employees
• Ability to work independently and as part of a team
• 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

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

Preferred Qualifications

• 2 Year / Associates
• Korean Language Proficiency
• Experience with macOS, iOS
• Experience with macOS, Windows, and/or Linux server platforms

Benefits

• Remote, in-office, and hybrid roles
• A clear and defined customer support career path