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Technical Support Specialist - DACH

NinjaOne

Role overview

Qualifications

  • Fluent in German and English
  • Bachelor's degree in Computer Science and/or equivalent work experience
  • At least 2 years prior experience in a customer service/support-related position
  • Proficient in Windows with working knowledge of MacOS and a general understanding of Linux distributions

Responsibilities

  • Provide prompt, accurate follow-up to tickets and support calls
  • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues
  • Create and deliver product or technology training to internal and external partner teams
  • Share knowledge of issues and corresponding resolutions or workarounds with partner teams

Key facts

Hard skills

System Level Troubleshooting Linguistics Mac OS Linux Zendesk Microsoft Networking MRO Software Virtualization

Other skills

  • Customer Service
  • Social Skills
  • Troubleshooting (Problem Solving)
  • Communication
  • Collaboration
  • Adaptability

About the company

NinjaOne logo

NinjaOne

NinjaOne is a leading unified IT operations solution that simplifies the way IT teams work. With NinjaOne, MSPs and IT departments can automate, manage, and remediate all their endpoint management tasks within one fast, modern, intuitive platform, improving technician efficiency and user satisfaction. NinjaOne supports over 10,000 customers around the world, and is consistently ranked #1 for its world class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past 3 years.

Company details

Company typeScaleup
Company size201 - 500

Links

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Job description

Description

About the Role 
  
As a NinjaOne Technical Support Specialist, you will work alongside our multinational industry-leading product Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership while taking ownership of customer issues and utilizing resources provided to ensure high-quality customer service interactions. 
  
Location - hybrid from Berlin or remote from Germany

  
What You’ll be Doing 
  
  • Must be able to work a set schedule during office hours Monday to Friday
  • Take initiative and provide prompt, accurate follow-up to tickets and support calls
  • Ability to flourish under limited supervision
  • Must be fluent in Windows troubleshooting
  • Fluency in Mac troubleshooting a plus
  • Experience with Linux troubleshooting desired
  • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
  • Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc)
  • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
  • Other duties as needed 

About You 
  
  • Fluent in German and English
  • Excellent oral and verbal communication skills are a must
  • A Bachelor's degree in Computer Science and/or equivalent work experience
  • At least 2 years prior experience in a customer service/support-related position
  • Proficient in Windows (Windows registry, services, etc), working knowledge of MacOS, and a general understanding of Linux distributions a plus
  • Previous experience with Zendesk is a plus
  • Able to exercise good judgment of priority based on customer impact
  • Adaptable to new technologies and processes
  • Strong interpersonal skills so as to be able to work in a team-oriented environment
  • Understanding of any virtualization platform, basic networking
  • Previous experience with RMM software is helpful, but not required
  • A good sense of humor
  • You enjoy the technical support environment
  • You enjoy taking ownership and watching your efforts make a difference
  • Italian / French / Dutch / Spanish is a plus   
  
  
About Us  

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. ​
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. ​
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
  
What You’ll Love  

  • Hybrid office options enable you to successfully balance your personal life and your job
  • Grow personally and professionally with one of the fastest growing companies
  • Enjoy your lunch covered by NinjaOne 3 times/week at the office
  • Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
  • Develop your skills through our renowned training platform
  • Receive competitive compensation
  • Collaborate with a curious, kind, international and intercultural workforce  
  • Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit) 
  
Additional Information  
  
This position is NOT eligible for Visa sponsorship.  
  
Are you already interested? We would love to get to know you! Follow the link and submit your application. We can’t wait to see you at NinjaOne.  
  
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment. 
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Marcus Rivera

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