Technical Support Specialist, German
vor 5 Monaten
**Über die Rolle**
Als NinjaOne Technical Support Specialist arbeitest du mit unserem multinationalen, branchenführenden Produkt-Support-Team zusammen, um unseren Kunden ein optimales Erlebnis zu bieten. Du wirst Kundenanrufe und E-Mail-Korrespondenz unter der Leitung des Support-Managements priorisieren, während du die Verantwortung für Kundenprobleme übernimmst und die zur Verfügung gestellten Ressourcen nutzt, um einen hochwertigen Kundenservice zu gewährleisten.
**Standort - **Berlin, Deutschland
**Was du tun wirst**
- Du musst in der Lage sein, während der Bürozeiten von Montag bis Freitag nach einem festen Zeitplan zu arbeiten.
- Eigeninitiative und prompte, genaue Bearbeitung von Anfragen und Support-Anrufen.
- Fähigkeit, selbständig zu arbeiten
- Sehr gute Kenntnisse in der Windows-Fehlerbehebung
- Sehr gute Kenntnisse in der Fehlerbehebung unter Mac von Vorteil
- Kenntnisse in der Linux-Fehlerbehebung wünschenswert
- Zusammenarbeit mit Engineering, Customer Success, QA, Produktmanagement und anderen internen Abteilungen, um kritische Produktprobleme zu lösen, die Zykluszeit für die Problemlösung zu minimieren, und Verbesserungen für zukünftige Versionen vorzunehmen.
- Erstellung und Durchführung von Produkt
- oder Technologieschulungen für interne und externe Partnerteams (Mitarbeiter des technischen Kundendienstes, Wiederverkäufer, Distributoren usw.).
- Weitergabe von Wissen über bekannte Probleme und entsprechende Lösungen oder Workarounds an Partnerteams (einschließlich, aber nicht beschränkt auf die Erstellung neuer Knowledge-Base-Artikel).
- Andere Aufgaben nach Bedarf
**Über dich**
- Deutsch und Englisch auf C1/C2 Niveau
- Ausgezeichnete mündliche und verbale Kommunikationsfähigkeiten sind ein Muss
- Ein Bachelor-Abschluss in Informatik und/oder gleichwertige Berufserfahrung.
- Mindestens 2 Jahre Erfahrung in einer Position im Bereich Kundenservice/Support.
- Windows-Kenntnisse (Windows Registry, Windows-Dienste usw.), MacOS-Kenntnisse und ein allgemeines Verständnis von Linux-Distributionen sind von Vorteil.
- Frühere Erfahrungen mit Zendesk sind ein Plus
- Fähigkeit, Aufgaben auf Grundlage der Auswirkungen auf den Kunden korrekt zu priorisieren.
- Anpassungsfähigkeit an neue Technologien und Prozesse.
- Starke zwischenmenschliche Fähigkeiten, um in einem teamorientierten Umfeld arbeiten zu können.
- Kenntnisse einer beliebigen Virtualisierungsplattform, grundlegende Netzwerkkenntnisse.
- Frühere Erfahrungen mit RMM-Software sind hilfreich, aber nicht erforderlich.
- Einen guten Sinn für Humor
- Du hast Spaß am technischen Support.
- Du hast Spaß daran, Verantwortung zu übernehmen und zu sehen, wie deine Bemühungen etwas bewirken
- Französisch / Italienisch / Spanisch / Niederländisch ist ein Plus
**About the Role**
**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
**About You**
- German 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
- French / Italian / Spanish / Dutch is a plus
**About Us**
NinjaOne automates the hardest parts of IT, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints. The NinjaOne platfo
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