Manager, Technical Support | 4PM to 12AM

What you’ll do at Jamf:

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 or 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:

• > 2 Years Strong understanding of the needs and processes surrounding customer support (Required)
• > 2 Years Advanced knowledge and experience with Jamf Products (Preferred)
• 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)
• Strong Communication; excellent Interpersonal and organizational skills
• Strong Customer Service and problem solving 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 knowledge preferred