This position will be responsible for the overall delivery ofPremium support to their named accounts specifically including, but not limitedto, the management of high impact technical support and customer satisfactionissues, resolving customer escalations through coordination of internal andexternal resources, and to ensure that the operational continuity of thecustomer’s live delivery and support is always at an optimal level.
What youwill do :
Manage to resolution all issues and / or customer affecting ServiceIncidents to maintain and restore customer confidence in Akamai.
Implement problem management processes to prevent recurrence ofissues and avoidance of new issues.
Responsible for external and internal communications to assuredelivery and full customer understanding of corrective actions’ plans andprogress.
Coordination of Platform / PDG / GSS resources to ensure properimplementation of corrective actions
Identify possible product / service quality issues affectingcustomers and bring them to the attention of the Account Team and / or AkaTec (Akamai’sTechnical support team) Line Managers.
Does itdescribe you?
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Your experience must include