Technical Support Specialist - DACH

Job 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. 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. #LI-Remote #BI-Remote #LI-SB1