Technical Support Associate | Night Weekend and Bank Holiday Shifts

at  Jamf

At Jamf, people are at the core of everything we do. We do what’s right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple.
Jamf offers remote, hybrid, and in-office positions. Work in the office, connect remote from your home, or find the blend that works best for your role.
What you’ll do at Jamf:
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.