Job
- Level
- Experienced
- Job Field
- Application
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Onsite
Job Summary
In this role, you will assist customers throughout the implementation process, respond to inquiries across various communication channels, and contribute to optimizing the onboarding experience for smooth customer interactions.
Job Technologies
Your role in the team
- As an Associate Solutions Engineer at NinjaOne, you will play a critical role in the customer lifecycle from early sales software trials to 30 days post-implementation.
- In your role, you will be the front-line responder to customer inquiries via email, phone, and ticketing systems (ZenDesk), and will assess the complexity of requests, provide instructions and documentation to clients in a timely manner, or escalate to support or senior sales engineers.
- Through your service, organized project management and knowledge, potential customers will have an opportunity to see and feel what our world-class support experience is all about.
- As an integral part of the team, you will streamline the onboarding experience and shorten the time to customers going live on our platform, while delivering an exceptional service experience.
- Guide our customers through the implementation of the NinjaOne solution.
- Work closely with our sales teams to understand customer requirements and provide sales support.
- Partner with our account management department to meet the needs of our existing customers.
- Take initiative and provide prompt, accurate follow-up to tickets and support calls.
- Collaborate with cross-functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution and make improvements for future releases.
- Share knowledge of issues and corresponding resolutions or workarounds with partner teams such as the creation of new knowledge base articles.
- Work a set schedule Monday - Friday 9am - 6pm Berlin time.
- Other duties as needed.
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Our expectations of you
Qualifications
- Fluent in Spanish and English.
- Proficient in Windows (Windows registry, services, etc.) and have working knowledge of Linux/Mac.
- You exercise sound judgment and prioritize based on customer impact.
- As a lifelong learner, you are adaptable to new technologies and embrace change.
- Polished verbal and written communication skills that deliver messages with a customer first mindset.
- You can work independently and with a team in a global environment.
- Ability to efficiently multi-task with several tools, work independently and prioritize tasks, honor rules of engagement and follow policies, processes and procedures.
- You are highly organized.
- Driven and self-motivated you; you set the pace for yourself and others around you.
- Customers, clients and teammates see you as a problem solver that brings all the details to the solution.
- Empathy, patience and a sense of humor - we work hard and have fun doing it!
Experience
- At least 2 years' experience in a customer service-related position.
- Previous experience with IT software helpful, but not required.
- Experience with ZenDesk or other CRM ticketing software preferred.
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What we offer
- 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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Topics that you deal with on the job
Job Locations
This is 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
- Onsite
- Industry
- Internet, IT, Telecommunication
Associate Solutions Engineer
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
