Technical Customer Support Associate
About The Position
The Technical Customer Support Associate works within Jamf’s Technical Support department, providing direct technical and account support to users of Jamf products. The role assists customers with product installation, troubleshooting, and integration with supporting technologies, and handles inquiries through phone, chat, email, and other outreach methods. The position emphasizes timely, accurate service and resolving issues on first contact where possible, while escalating requests when necessary. The associate develops knowledge of Jamf products, their features, functionality, and best practices, and stays current on product updates, technologies, and industry trends. The role includes ongoing training and requires professional, empathetic customer interactions. The position works Monday through Friday, 10:30 a.m. to 7:00 p.m. CT. Depending on location, it is hybrid or remote; employees living near a Jamf office are expected to work in the office three days per week. The role requires mandatory ongoing security training and adherence to established security and privacy protocols. Employees must responsibly handle sensitive data, follow data protection practices, understand relevant privacy regulations, report breaches, and acknowledge Jamf’s Code of Conduct and applicable security and privacy policies.
Requirements
- Experience in a customer-facing role with direct, real-time customer or client interaction.
- Strong problem-solving abilities and a customer-first mentality.
- Basic technical knowledge and aptitude for learning new software systems.
- Excellent written and verbal communication skills.
- Experience with CRM and support tools such as 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.
- Empathy and patience when dealing with customer issues.
- Strong organization, attention to detail, and accuracy.
- Self-motivation and a proactive approach to resolving customer issues.
- Willingness to learn and stay up to date with technologies and trends.
- Ability to collaborate effectively across departments as a team player.
- Adherence to security protocols, responsible handling of sensitive data, data protection practices, relevant privacy regulations, and Jamf’s Code of Conduct and applicable policies.
Nice To Haves
- Bachelor’s degree (preferred).
- A combination of relevant experience and education may be considered.
Responsibilities
- Provide timely and accurate responses to customer inquiries via chat, email, and phone.
- Diagnose and resolve technical and account issues, deliver outcomes, and guide customers through workflow steps.
- Handle customer requests effectively and escalate them when necessary.
- Develop an understanding of Jamf products, including features, functionality, and best practices.
- Provide a positive customer experience through professional and empathetic interactions.
- Stay current on product features, technologies, and industry trends.
- Participate in ongoing training to improve service quality and technical knowledge.
- Complete other duties as assigned.
- Participate in mandatory ongoing security training and follow security, privacy, and data protection protocols, including reporting breaches.
Benefits
- Clear and defined customer support career path.
- Opportunities for horizontal career growth.
- Training and resources to support professional growth.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
