Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Full Remote, Hybrid
Job Summary
In this role, you handle customer inquiries, take ownership of problem resolution in Windows and MacOS, collaborate with internal teams to improve processes, and create training materials.
Job Technologies
Your role in the team
- 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.
- 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.
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Our expectations of you
Education
- A Bachelor's degree in Computer Science and/or equivalent work experience.
Qualifications
- Fluent in German and English.
- Excellent oral and verbal communication skills are a must.
- Proficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and a general understanding of Linux distributions a plus.
- Able to exercise good judgment of priority based on customer impact.
- Adaptable to new technologies and processes.
- Strong interpersonal skills to be able to work in a team-oriented environment.
- Understanding of any virtualization platform, basic networking.
- 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.
Experience
- At least 2 years of prior experience in a customer service/support-related position.
- Previous experience with Zendesk is a plus.
- Previous experience with RMM software is helpful, but not required.
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What we offer
- 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).
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Job Locations
About Your Employer
NinjaOne GmbH
Founded in 2013, NinjaOne GmbH focuses on automated endpoint management solutions and aims to simplify IT complexity. With over 15,000 customers and more than 1,000 employees, the company has been steadily growing.
Description
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Technical Support Specialist
- Location
- Berlin
- Working Model
- Full Remote, Hybrid
- Diversity
- Open for all genders
