Associate Solutions Engineer
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- Austin, Texas or Tampa, Florida – Hybrid schedule – Monday, Tuesday and Thursday in office!
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 promt, 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 8am - 5pm Berlin time
- Other duties as needed
About You
- At least 2 years' experience in a customer service-related position
- 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
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunities for growth and advancement.
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.
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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