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Technical Support Associate

Job Description

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.

Location: Minneapolis, MN or Eau Claire, WI
Travel: 5%
Job Type: Full Time
Education: Associate Degree, or equivalent experience (required) Bachelor’s Degree, or equivalent experience (preferred)
Supervisor: Manager, Technical Support

Responsibilities

  • 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

Qualifications

  • 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

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