Technical Support Specialist - DACH · Technical Support

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.

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