Support Delivery Manager
hace 2 semanas
**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:
- 5 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 the way in which people want to work and deliver at their best can vary for each person.
This is a flexible role and may be performed at your home and/or the local Akamai office (in the country advertised).
We are happy to discuss working options in this role and encourage you to speak with your recruiter in more detail 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.
**Join us**
Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients?
Come join us and grow with a team of people who will energize and inspire you
Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, gender identity, sexual orientation, race/ethnicity, protected veteran status, disability, or other protected group status.
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