All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
JumpCloud is Intelligent, Secure IT.
About the role:
We are seeking inspired technology professionals who thrive on challenges and aspire to be part of a cutting-edge, cloud-based Directory Platform. As a Customer Support Associate, you will oversee daily inbound case queues and tooling, contribute to technical documentation, and engage directly with our customers to ensure their success.
This is an exceptional opportunity to join a well-funded, rapidly growing company with a market-leading product. You will have the chance to expand your technical expertise and share your knowledge as we scale our global, world-class support team. You will collaborate with passionate team members to support an expanding worldwide user base.
What you'll be doing:
Monitor and manage the assignment of technical support requests within inbound queues, ensuring adherence to designated response times.
Recognize and report trends or similarities in support requests and collaborate with internal teams as necessary.
Research technologies to author comprehensive knowledge base articles for both internal use and end-user self-service.
Provide technical support and issue resolution via email, conducting thorough triaging to address customer account needs.
Collaborate with peers, mentors, our knowledge base, community forums and other internal tools, to provide the most effective, world-class solutions to our customers.
We're looking for:
A strong commitment to customer success through the effective utilization of Directory-as-a-Service software.
Highly motivated and eager to engage in continuous professional development.
A genuine passion for technology and cloud-forward organizations.
Exceptional interpersonal skills and a drive to master new technologies to benefit customers.
Professional proficiency in oral and written English is essential.
A logical approach to problem solving.
Ability to multitask and context switch in a fast-paced environment.
Excellent organizational skills.
Preferred Qualifications:
Bachelor’s degree desired but not required.
Shift Schedule:
Mon-Fri 20:30-05:30 IST (09:00-18:00 MDT)
