ABOUT YOU

• Spanish and English at C1/C2 Level
• 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 / German / French / Dutch is a plus

ABOUT US

NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.

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- Berlin, 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