Support Delivery SpecialistShare Support Delivery Specialist
Akamai
Costa Rica Costa Rica, San Jose
hace 16 horas

Job Description

Are you passionate about ensuring customer success?

Do you want to take ownership and make an impact?

Join our Global Support team

Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision. We collaborate to understand our customer needs and to deliver results and possibilities for their growth and success.

We build trusted relationships through clear communication, honesty and listening to our customers.

Take ownership of our worldwide customer accounts

As a Support Delivery specialist, you will operate at the heart of what our business values the most : supporting our customers.

You will work as a trusted advisor to our customers, providing guidance, advice and proactively supporting on product adoption and managing customer escalations and service incidents.

As a Support Delivery Specialist, you will be responsible for :

  • Owning a data driven approach to inform support, process improvement and operational efficiency for our customers
  • Identifying service enhancements and potential problems to ensure continuous improvements to quality of customer service delivery
  • Coordinating incident reviews and feeding back to the management team for process improvement
  • Collaborating with support teams to communicate and resolve customer incidents and escalations
  • Taking ownership for proactively managing medial accounts and playing a trusted advisor role in ensuring customer satisfaction
  • Do what you love

    To be successful in this role you will :

  • 2 years of relevant experience and a Bachelor's degree in Computer Science, Engineering, another related field or its equivalent
  • Have basic understanding of networking and internet protocols such as DNS, HTTP / HTTPS and TCPIP
  • Experience of analysing data to inform continuous process improvements
  • Demonstrate an aptitude for building trusted relationships with customers across various levels
  • Manage multiple stakeholders in a matrix environment to ensure task completion
  • Demonstrate good written, verbal and presentation skills including communicating complex technical content to a range of audiences
  • Work in a way that works for you

    We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone.

    We are happy to discuss flexible working options in this role, please discuss your requirements with the recruiter when you apply.

    Working with us

    At Akamai, were curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference.

    Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, youll thrive here.

    Working for you

    At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future.

    We provide benefits surrounding all aspects of your life :

  • Your health
  • Your finances
  • Your family
  • Your time at work
  • Your time pursuing other endeavors
  • Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

    About us

    Innovating on a global scale, we deliver our customers a fast, smart and secure intelligent edge platform. Working against a backdrop of digital collaboration, our highly skilled teams build progressive solutions that have the scope to transform entertainment, business, and life in ways that we have yet to imagine.

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