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| Job Location | London |
| Education | Not Mentioned |
| Salary | 55,000 - 70,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
Our Client is a growing Apple Enterprise Management company. They are a modern Apple device management platform that accommodates growing businesses and increasing regulatory demands.As a Customer Support Engineer, you will be working directly with their clients customers to make sure theyre happy, productive, and set up for success. Youll also act as the voice of the customer by sharing customer feedback and insights with the productteam and reporting issues to engineers.The ideal candidate must be able to work in the London office 3 days a week and shift expectations are 7:00 am - 4:00 pm GMT.Day to DayCommunicate efficiently and effectively with customers - primarily offer support via chat and email, but youll also have video conferences when the need arises.Own customer communications from initial contact until resolution to make sure customers are supported every step of the way.Influence support processes and shape the tone of customer support on a rapidly growing team that spans multiple time zones.Be an encyclopedia of knowledge about how the product 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 customers best advocate; youll funnel customer feedback to product and engineering teams so can make sure company is building features our customers will love.Work directly with the engineering team to identify current issues and make sure theyre resolved, while keeping customers informed every step of the way.Minimum Qualifications3+ years of work experience in a customer support and/or IT administration role.An excellent understanding of Apple macOS, iOS, and iPadOS.Experience managing Jamf Pro, and/or other 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 theyll relate to most.If this sounds of interest, get in touch!