Technical Support Specialist - DACH

NinjaOne; Berlin; Hybrid; EUR 42.000 - 66.000; Vollzeit

Zusammenfassung

NinjaOne is seeking a Technical Support Specialist to join our multinational Support Team in Berlin or fully remote in Germany. You will prioritize customer calls and emails, take ownership of issues, and use available resources to deliver high-quality support experiences.

You will work with Engineering, Customer Success, QA, and Product teams to resolve critical product issues, deliver trainings, and contribute to knowledge base improvements.

Qualifikationen

• Bachelor's degree in Computer Science or equivalent work experience.
• At least 2 years in a customer service/support role.
• Fluent in German and English with excellent communication skills.
• Proficient in Windows troubleshooting; MacOS knowledge a plus; Linux understanding helpful.

Aufgaben

• Handle customer calls and emails with a focus on rapid, accurate issue resolution.
• Collaborate with Engineering, Customer Success, QA, Product Management and other teams to resolve critical issues.
• Create and deliver product or technology training to partner teams and frontline staff.
• Share knowledge and contribute to knowledge base and workaround articles.
• Maintain a customer-first approach and ownership of cases.

Kenntnisse

German language

English language

Excellent communication

Team collaboration

Ausbildung

Bachelor's degree in Computer Science

Tools

Zendesk

RMM software

MacOS

Windows troubleshooting

Linux troubleshooting

Virtualization

Networking basics

Jobbeschreibung

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.

Description

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 desiredCollaborate 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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