Associate Solutions Engineer - German · Solutions Engineering & Professional Services

Description

About the Role

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 front line response to customer inquiries through email, phone and ticketing systems (ZenDesk) and will evaluate complexity of requests, supply instruction 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.

Location - Berlin, Germany

What You’ll be Doing

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

About You

At least 2 years' experience in a customer service-related position

Fluent in German and English

Previous experience with IT software helpful, but not required

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

Experience with ZenDesk or other CRM ticketing software preferred

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!

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

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.

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