Technical Support Associate

2 weeks ago

Remote Katowice, Czech Republic Jamf Full time
  • Fluency in English is a must (B2/C1).
  • Communication level in Japanese/Chinese (B2/C1) is nice to have.
  • 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.
  • Experience with macOS and iOS is preferred.
  • Experience with macOS, Windows, and/or Linux server platforms is desirable.

At Jamf, we empower people to be their best selves and do their best work. The Technical Support Associate works in the night 12-hour shifts. The shift work includes working only during weekends (Friday, Saturday and Sunday) and Bank Holidays 8 pm – 8 am. This is a full-time position. The Technical Support Associate works within the Technical Support department to provide technical support and guidance for customer queries related to the installation, troubleshooting, and integration of Jamf products and supporting technologies. The Technical Support Associate provides direct assistance to Jamf users and 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. 

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

,[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. ] Requirements: Interpersonal Skills, Organizational skills, Team player, Problem solving skills, Communication skills, Linux, macOS, iOS, Windows Tools: Jira, ServiceNow, GIT, Agile, Scrum, Kanban. Additionally: International projects, Small teams, Apple equipment, Sport subscription, Training budget, Private healthcare, Free coffee, Bike parking, Shower, Free snacks, Play room, No dress code, Modern office, Kuchnia.

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