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Technical Support Associate | Katowice

Entry Level

Jamf | 202 - Technical Support | Katowice, Silesian Voivodeship

The Technical Support Associate position 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 will work closely with other members of the Technical Support team as well as with The Customer Success team within the region to ensure that the customer has the best experience possible. The position 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.

Responsibilities

  • Utilize available documentation and resources to identify and resolve customer issues quickly and effectively
  • Answer regional support phone calls and live chat requests,
  • Maintain excellent case documentation to allow for collaborative troubleshooting and resolution
  • Effectively communicate with customers in all formats to meet customers in their preferred communication medium
  • Maintain case management to ensure target response times are met and customer issues are escalated appropriately
  • Other duties and special projects as assigned 

 

Skills & Requirements

  • English language proficiency is required
  • Proficiency in German, French or Spanish (preferred)
  • Aptitude to quickly learn technical concepts and communicate to technical & non-technical audiences
  • Ability to perform 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, or server platforms is preferred