Technical Customer Support Associate

Job description

At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple.

The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.

What you’ll do at Jamf:

At Jamf, we empower people to be their best selves and do their best work. The Technical Customer Support Associate works within the Technical Support department to provide support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The Technical Customer Support Associate provides direct assistance to Jamf product users and is responsible for fielding customer inquiries via phone, chat, email, among other outreach methods directly from customers, as well as delivering technical and account support to Jamf customers with an emphasis on first-touch issue resolution.At Jamf, we empower people to be their best selves and do their best work.

The Technical Customer Support Associate works from 4 PM - 12 AM. This is a full-time position.

This role if offered as remote in Poland. You may be required to work periodically at a Jamf office or collaborative work location with other Jamf employees in your area for certain events or moments that matter. We are only able to accept applications for those based in (include state, country, or city) and have sponsorship to live and work in Poland.

#LI-Remote

What you can expect to do in this role:

• Provide timely and accurate responses to customer inquiries via chat, email, and phone.
• Deliver outcomes to customers through the diagnosis and resolution of technical and account issues and guiding customers through workflow steps.
• Ensure that customer requests are handled effectively and escalated when necessary.
• Develop an understanding of Jamf products, including features, functionality, and best practices.
• Ensure a positive customer experience by handling interactions with professionalism and empathy.
• Stay current on new product features, technologies, and industry trends to provide the best possible support.
• Participate in ongoing training sessions to improve service quality and technical knowledge.
• Other duties as assigned.

What we are looking for:

• Fluency in English is a must (B2/C1).
• Communication level in French and/or Spanish (B2/C1) is nice to have.
• Strong problem-solving abilities with a customer-first mentality.
• Basic technical knowledge and an aptitude for learning new software systems.
• Excellent communication skills, both written and verbal.
• Experience with CRM and support tools (e.g., ServiceNow, Intercom, or similar).
• Familiarity with basic troubleshooting methods and diagnostic tools.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Empathetic and patient in dealing with customer issues.
• Highly organized, with attention to detail and accuracy.
• Self-motivated with a proactive approach to resolving customer issues.
• Passion for learning and staying up to date with the latest technologies and trends.
• A team player who can collaborate effectively across departments.

How we help you reach your best potential:

• Named a 2024 Best Technology Company to Work For by U.S. News
• Named one of Forbes Most Trusted Companies in 2024
• 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®
• 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.
• Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 75,000 global customer base.
• Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!

What it means to be a Jamf? We are a team of free-thinkers, can-doers, and problem-crushers. We value humility and the relentless pursuit of knowledge. Our culture flows from a spirit of selflessness and relentless self-improvement - driving both personal growth and collective progress throughout our company. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace.

Our aim is simple: hire exceptionally good people who are incredibly good at what they do and let them do it. We provide the support and resources to let everyone be their authentic, best selves at work, at rest, and at play. We are committed to supporting the continual improvement of Apple in the workplace, the organizations that rely on them and the people who keep it all running smoothly.

Above it all, waves our banner of #OneJamf – and the knowledge that when we stand together, we accomplish so much more than we could alone. We seek individuals who share this unwavering journey toward growth to join us in our quest for constant improvement.

What does Jamf do? Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, customers are able to confidently automate Mac, iPad, iPhone and Apple TV deployment, management, and security – anytime, anywhere – to protect the data and applications used by employees in the workplace, students learning in the classroom, and streamline communications in healthcare between patients and providers. More than 2,500 Jamf strong worldwide, we are free-thinkers, can-doers, and problems crushers who are encouraged to bring their whole selves to work each and every day.

Get social with us and follow the conversation at #OneJamf

Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at [email protected]