Manager, Technical Support

At Jamf, people are at the core of everything we do. We do what’s right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple. Jamf offers remote, hybrid, and in-office positions. Work in the office, connect remote from your home, or find the blend that works best for your role.We are only able to accept applications for those based in Taiwan and have sponsorship to live and work in Taiwan. 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 is responsible for staffing, development and maintenance of the Technical Support team within the Customer Service department. This includes onboarding, training, resource management, and growth 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 Service 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. What you can expect to do in this role: Build and develop a self-sustaining indirect support team in collaboration with direct support offerings Organize, create, and grow the processes for Technical Support Develop staff on and ensure processes are used and effective Facilitate resources to 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 answering local support number and effectively communicating with customers Support customer retention efforts by providing excellent customer service to exceed customer satisfaction Mentor and be an escalation point for any technical support or account related issues Work to ensure that the regional team is acting as part of the 24/7 Global organization Other duties and special projects as assigned 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 Tech Support group 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 Champion technical relationship between Support and Engineering Collaborate with the others inside Support Management team to achieve future departmental and company goals What we are looking for: 4 year / Bachelor’s Degree preferred; a combination of relevant experience and education may be considered Minimum 2 years strong understanding of the needs and processes surrounding customer support (Required) Minimum 2 years advanced Jamf Pro knowledge and experience (Prefferd) Proactive, driven, self-thinker who strives for results while contributing to the department and company goals(Required) Native level of Chinese (Mandarin) and English Language Proficiency (Required) Ability to manage others in a fast paced and growing environment (Required) 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.