Technical Support Engineer

Job description

Working @Surfly

Surfly is a high-growth and award-winning Amsterdam-based start-up building interaction middleware that can share, secure and transform web experiences. We help our clients thrive in the era of digital transformation and remote product / service distribution, especially in highly regulated industries.


Our flagship product, co-browsing, enables leading organisations to enhance their customers’ journey in a fast and intuitive way. With features like video chat, secure document signing, PDF document completion, and file sharing, our powerful technology and API first approach enables our customers to innovate faster and create collaborative online experiences where both parties can take control and feel like they are sitting side-by-side.


Who we are looking for:

Surfly is looking for a kick-ass Technical Support Engineer who is passionate about solving our customers problems. Your goal is to make our clients successful by understanding their technical needs and challenges and converting those into solutions that will help make them successful. You will be the key technical support, product ambassador and a trusted advisor to prospects and customers. You must be able to articulate technology and product positioning to both business and technical users and maintain strong relationships through all stages of the sales process, delivery and life cycle. You are solution orientated, pro-active and an outgoing person, not scared to pick up the phone and just call clients. You are able to navigate within companies, mingle with the folks and understand who our champions are. You are in the zone when speaking with a technical audience and have a strong knowledge of CPaaS, chat, video chat and related web technologies.

 

Responsibilities: 

  • Maintaining SLAs
  • Manage customer communication channels and offer appropriate solution where needed.
  • Proactively follow up and reach out to customers to understand customers’ problems.
  • Manage and Test and reproduce customer problems
  • Collaborate internally to resolve open customer issues.
  • Guard customer Satisfaction
  • Train/support other representatives within the team.
  • Helping to answer RFPs and navigate compliance and security questions

  • Cultivating strong relationships with current clients, partners and prospects

  • Defining and documenting best practices and contributing to company-wide knowledge sharing efforts

  • Contributing to implementation projects by assessing technical feasibility of proposed solutions and recommending approaches

Surfly Perks:

  • A shiny new MacBook Pro
  • Work with an exceptionally bright, talented and fun bunch of colleagues
  • Swanky new office in the centre of Amsterdam - fussball table and free lunches included
  • Employee Stock Option Plan: we are all owners and shareholders of our company - Surfly's success is in our hands!
  • Rest up with 25 holidays per year and approx. 7 national holidays per year
  • The occasional company-wide gathering and team outings

Requirements

  • Strong technical background with customer facing skills
  • You have a strong knowledge of web technologies and an understanding of software Cloud Services
  • You have a strong understanding of digital channels and ideally, you possess experience with Chat, Videochat, Co-browse, Chatbot implementations (not necessary but would help!)
  • Call/ Contact Center technology knowledge is a plus (ie. NICE InContact, Vonage, AWS, Cisco)
  • You are comfortable in the dynamic atmosphere of a technical organisation with a rapidly expanding Client base
  • You must possess strong presentation skills and be able to communicate professionally in written responses to emails, RFPs, and when submitting reports
  • Ability to maintain a friendly and professional demeanour when interacting with customers
  • At least 5 years of experience in a similar role
  • Excellent prioritisation and analytical skills
  • Good knowledge of appropriate softwares, tools, and techniques to deliver excellent support
  • A proven track record of transforming problems into solutions
  • Excellent verbal and written communication in English