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Customer Support Engineer
London
Confirmed live in the last 24 hours
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
iOS/Swift
JIRA
MacOS
Management
Salesforce
Writing
Zendesk
Requirements
  • 3+ years of work experience in a customer support and/or IT administration role
  • An excellent understanding of Apple macOS, iOS, and iPadOS
  • Experience managing Apple specific Mobile Device Management (MDM) solutions
  • Experience meeting SLAs such as customer satisfaction, initial response, and issue resolution times
  • Familiarity with shell scripting and the macOS command line; comfortable using Terminal to execute commands or run scripts
  • Great problem-solving abilities, a curious nature, and a genuine interest in learning new technology in a fast-paced startup
  • The ability to rapidly switch gears across tools while retaining focus on the bigger picture
  • Excellent communication and writing skills with the ability to explain complex topics in easy to understand and concise language
  • Strong emotional intelligence; ability to intuit customer sentiment and match their tone to ensure you communicate in the method they'll relate to most
Responsibilities
  • Communicate efficiently and effectively with our customers - we primarily offer support via chat and email, but you'll also have video conferences when the need arises
  • Own customer communications from initial contact until resolution to make sure our customers are supported every step of the way
  • Influence support processes and shape the tone of Kandji's customer support on a rapidly growing team that spans multiple time zones
  • Be an encyclopedia of knowledge about how Kandji works - our customers need help troubleshooting a wide range of issues across Apple hardware, wireless connectivity, and software products, so we need to be ready for anything
  • Become our customers' best advocate; you'll funnel customer feedback to our product and engineering teams so we can make sure we're building features our customers will love
  • Ensure every customer has a great experience - our tight-knit team prides itself on providing excellent, personalized support, so you'll need to be able to tailor your communication style to maintain our standard
  • Work directly with our engineering team to identify current issues and make sure they're resolved, while keeping our customers informed every step of the way
Desired Qualifications
  • Experience with support tools and platforms like Salesforce, Zendesk and JIRA
  • Experience working with Enterprise customers to help resolve complex technical issues
  • Knowledge and experience setting up and troubleshooting IT equipment like printers, routers, Wi-Fi access points, and Apple devices (Macs, iPhones, iPads)
Kandji

201-500 employees

Apple device management
Company Overview
Kendji's mission is to harmonize technology and security through innovative software that powers secure and productive global work.
Benefits
  • Health Coverage - 100% individual and dependent medical + dental + vision coverage
  • Flexible Spending Account
  • Equity for full-time employees
  • New MacBook Pro and software setup
  • Exciting opportunities for career growth
  • An outstanding, inclusive culture
  • 4% 401(k) company match
  • Monthly Uber Eats meal credit
  • $1,000 Home Office Equipment Stipend
  • $50 monthly Internet reimbursement
  • Equipment discounts
  • Week long company shutdown, first week of August
  • 10 Health and Wellness Days
  • 12 weeks of Paid Parental Leave
  • 14 Holidays