Associate Solutions Engineer

NinjaOne • Oldsmar, FL

5d • Hybrid

About The Position

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 the front-line response to customer inquiries through email, phone, and ticketing systems (ZenDesk). You will evaluate the 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. This position is hybrid, requiring Monday, Tuesday, and Thursday in the office. The work schedule is Monday - Friday, 8 am - 5 pm Berlin time. Other duties as needed.

Requirements

• At least 2 years' experience in a customer service-related position
• 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
• 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

Nice To Haves

• Previous experience with IT software helpful, but not required
• Experience with ZenDesk or other CRM ticketing software preferred

Responsibilities

• 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 prompt, 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

Benefits

• medical, dental, and vision insurance
• 401(k) plan
• unlimited PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed