Technical Customer Support Associate

About the Role

The Technical Customer Support Associate works within the Technical Support department to provide support for customers related to the installation, troubleshooting, and integration of Jamf products and supporting technologies. The role involves providing direct assistance to Jamf product users and fielding customer inquiries via phone, chat, and email. This position emphasizes first-touch issue resolution and delivering technical and account support.

This position requires the ability to work M-F from 10:30 am - 7:00 pm CT. Depending on location, the role may be offered as hybrid or remote.

Key Responsibilities

• Provide timely and accurate responses to customer inquiries via chat, email, and phone.
• Diagnose and resolve technical and account issues, guiding customers through workflow steps.
• Ensure customer requests are handled effectively and escalated when necessary.
• Develop an understanding of Jamf products, including features, functionality, and best practices.
• Handle customer interactions with professionalism and empathy to ensure a positive customer experience.
• Stay current on new product features, technologies, and industry trends to provide optimal support.
• Participate in ongoing training sessions to improve service quality and technical knowledge.
• Other duties as assigned.

Requirements & Tech Stack

• Experience in a customer-facing role with direct, real-time interaction with customers or clients.
• Strong problem-solving abilities with a customer-first mentality.
• Basic technical knowledge and an aptitude for learning new software systems.
• Excellent communication skills, both written and verbal.
• Experience with CRM and support tools (e.g., 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.
• Empathetic and patient in dealing with customer issues.
• Highly organized, with attention to detail and accuracy.
• Self-motivated with a proactive approach to resolving customer issues.
• Passion for learning and staying up to date with the latest technologies and trends.
• A team player who can collaborate effectively across departments.
• Participation in ongoing security training is mandatory.
• Adherence to established security protocols, responsible handling of sensitive data, and understanding of relevant privacy regulations.
• Acknowledging the Jamf Code of Conduct.

Qualifications

• Bachelor’s Degree (preferred).
• A combination of relevant experience and education may be considered.