Technical Support Associate

2 weeks ago


Remote Katowice, Czech Republic Jamf Full time
Job Summary

The Technical Support Associate will work within the Technical Support department to provide technical support and guidance for customers related to the installation, troubleshooting, and integration of Jamf products and supporting technologies.

This role is responsible for fielding phone calls and live chat requests directly from customers, as well as delivering Tier 1 technical support to Jamf Pro and Jamf Now customers with an emphasis on first-touch issue resolution.

Key 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.
Requirements
  • Interpersonal Skills
  • Organizational skills
  • Team player
  • Problem solving skills
  • Communication skills
  • Linux
  • macOS
  • iOS
Tools
  • Jira
  • ServiceNow
  • GIT
  • Agile
  • Scrum
  • Kanban

This role is remote in Poland and requires sponsorship to live and work in Poland. We are only able to accept applications for those based in Poland.



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