What you’ll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work. The Manager of Technical Support works in the night shifts. The shift work includes working Monday to Friday between 24:00 – 8:00. This is a full-time position.
The Manager of Technical Support is responsible for staffing, development and maintenance of the Technical Support team within the Technical Support department. This includes onboarding, training, resource management, and development of staff. This role aims to sustain and grow operations surrounding workflows, technical support knowledge, and customer satisfaction through indirect channels. The Manager of Technical Support must maintain a strong relationship with other Customer Experience managers and other departmental managers to ensure that the technology, processes and communication required by Technical Support works in line with the efforts of the company.
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.
What you can expect to do in this role:
• Build and develop a self-sustaining support team.
• Mentor and be an escalation point for any technical support or account related issues.
• Organize, create, and grow the processes for Technical Support.
• Develop staff on, and ensure processes are used effectively.
• Facilitate resources for the team to ensure high quality technical support for customers.
• Ensure target response times are monitored and requests are processed in a time consistent with the efforts of the organization.
• Ensure staff is effectively staffing our standard support phone line and live chat, and effectively communicating with customers.
• Support customer retention efforts by providing excellent customer service to exceed customer expectations.
• Deliver reports and measurements of metrics and performance to staff and management.
• Build and maintain written technical documentation resources for Jamf.
• Create and encourage methods for facilitating knowledge transfer within the Technical Support team and extend to communication outside of department.
• Manage the escalation process for customer cases as needed.
• Provide direction and measurement of key metrics to Technical Support staff and team.
• Work to ensure that the regional team is acting as part of the 24/7 Global organization.
• Collaborate with the others inside Technical Support management team to achieve future departmental and company goals.
• Other duties and special projects as assigned.
What we are looking for:
- Fluency in English is a must (B2/C1).
- 4 year / Bachelor's Degree (Preferred, a combination of relevant experience and education may be considered).
- > 2 Years Strong understanding of the needs and processes surrounding technical support (Required).
- > 2 Years of Proven ability to manage others in a fast paced and growing environment (Required).
- Proactive, driven, independent-thinker who strives for results while contributing to the team (Required).
- > 2 Years Advanced knowledge and experience with Jamf Products (Preferred).
- Strong Communication Skills.
- Excellent Interpersonal Skills.
- Excellent Organizational Skills.
- Strong Customer Service Skills.
- Ability to communicate complex technical terms in an easy to understand, non-technical manner.
- Self-starter, energetic multi-tasker, highly motivated and team player.
- Ability to engage with and establish trust and rapport with all levels of customers and employees.
- Apple Platform experience.
- Strong Problem Solving Skills.
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Why Jamf?
- We are progressive but laid back. You are free to be a yourself and work how you work best. Here, you manage your own day and your own work style.
- Named a 2022 Best Workplace in Technology by Great Place to Work and Fortune Magazine
- Named a 2023 Best Workplaces for Women™ by Great Place to Work and Fortune Magazine
- Named a 100 Best Companies to Work For by Great Place to Work® and Fortune Magazine
- We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
- Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 70,000 global customer base.
- Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!