At Jamf, we empower people to be their best selves and do their best work. The Technical Support Associate works 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. 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.

What you can expect to do in this role:
  • 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
What we are looking for:
  • 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, iOS, is preferred
  • Experience with macOS, Windows, and/or Linux server platforms is desirable
  • Associate’s Degree or equivalent experience (required), Bachelor’s Degree or equivalent experience (preferred)

How we help you reach your best potential:

  • Named a 2022 Best Workplace in Technology by Great Place to Work and Fortune Magazine
  • Named a 2023 Best Workplaces for Women™ by Great Place to Work and Fortune Magazine
  • Named a 100 Best Companies to Work For by Great Place to Work® and Fortune Magazine
  • 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 70,000 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 is a Jamf?

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