Support Manager

Job description

Possibly in combination with a support engineering role or a customer success role, the support manager will take care of level 1 and 2 support as described in our SLAs. The support manager’s number one responsibility is to manage all communication channels and that they make sure that any incoming support request is answered within one hour and that SLAs are maintained at all times. The support manager will make sure that when an issue is reported, they gather enough info to reproduce the issue and create a ticket for it in Github. Next to that, the support manager will work with/be the support engineer to make sure all documentation is up-to-date and that they will translate user feedback into improvements in our FAQ and docs.surfly.com. Next to that, the support manager will work with the customer success manager and technical sales engineer to get an understanding of priorities with regard to client issues and he/she will be able to communicate this to dev. Possibly the support manager can also assist the technical sales engineer with RFPs 


Responsibilities:

 

  • Greet customers (face-to-face, on the phone, or via live chat).
  • Identify customer problems and provide appropriate solutions.
  • Check voicemail, chat, and/or electronic cue frequently to identify customers who need service.
  • Proactively follow up leads and reach out to understand customers’ problems.
  • Create/update help tickets to document customer interactions.
  • Escalate complex support issues to higher level supervisors/manager.
  • Provide information about product specifications.
  • Interact with other internal departments to resolve customer issues.
  • Provide internal feedback regarding reoccurring issues (e.g. improper packaging, internal miscommunication) that can affect customer satisfaction.
  • Train/support other representatives within the team.
  • Maintain and manage support documentation

Benefits:

 

  • 25 holidays and approx. 7 national holidays per year
  • ability to participate in a stock-option plan
  • Paid holiday leave
  • Tax benefits for foreign employees
  • 90% of salary when ill (Dutch rules apply)
  • Nice office located in the centre of Amsterdam
  • Reimbursement of costs for conferences etc.
  • Work permits for non European Union citizens based on our status as “kenniswerkgever”

 

 

Requirements

  • Ability to develop strong, lasting relationships.
  • Ability to convince and persuade.
  • A proven track record of meeting and exceeding past sales objectives.
  • Excellent verbal and written communication in English