At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace. We take pride in helping tens of thousands of customers around the globe succeed with Apple.
Jamf offers remote, in-office, and hybrid roles. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.
This role can be based in either our office in Tokyo or remote in Japan. We are only able to accept applications for those based in Japan and have sponsorship to live and work in Japan. #LI-Remote
What you’ll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work. 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 products customers with an emphasis on first-touch issue resolution.
What you can expect to do in this role:
- 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
What we are looking for:
- High School Diploma or GED (Required), 2 Year / Associates (Preferred), A combination of relevant experience and education may be considered
- Japanese Language - Native (Required)
- English Language Proficiency (Required)
- 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
How we help you reach your best potential:
- Named a 2023 Best Workplaces for Women™ by Great Place to Work and Fortune Magazine
- Named a 2024 Best Companies to Work For by U.S. News
- Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
- Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
- 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!
What is a Jamf?
You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are curious and resourceful, a problem-solver, self-driven and constantly improving. You are excited to try new things, explore new ideas, and seek new opportunities. You care about inclusion and diversity, social responsibility, and are someone who just wants to do the right thing.
What does Jamf do?
Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf’s purpose is to simplify work by helping organizations manage and secure an Apple experience that end-users love and organizations trust.
We are free-thinkers, can-doers and problem crushers with a passion for helping customers empower their workforce to focus on their jobs, not the hassles of managing technology – freeing nurses to care, teachers to teach and businesses to thrive. We have over 2,500 employees worldwide who are encouraged to bring their whole selves to work each and every day.
Get social with us and follow the conversation at #OneJamf
Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at [email protected]
