Support Delivery Manager (Premium Customers support)
Akamai Technologies
Tokyo-To, Japan, US
3 日前

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?

  • Demonstrate ability to develop new skills through active pursuitof self-directed learning and formal course participation.
  • Strong team player who enjoys working in a fast-paced teamatmosphere.
  • Ability to manage multiple priorities, commitments and projects.
  • Self-motivated, directed and passionate about what you do.
  • Experience working in enterprise environments service levelagreements and documented process.
  • Exemplary customer service attitude with customer relationshipmanagement experience.
  • Ability to facilitate and harness cross-team collaborationworking with teams in person and virtually.
  • Prior work in a consulting sales or services environment withdirect customer contact.
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    Your experience must include

  • Fluent in Japanese and at least Business level in English
  • Minimum 3 years of experience in a customer facing technical support environment.
  • Experience in supporting named accounts
  • Minimum 2 years of experience with Internet technologies / protocols including Web Application troubleshooting and debugging skills using network and software tools.
  • Minimum 1.5 years of experience in system support in at least one of following areas : Unix / Linux, Mac OS, Windows, TCP / IP networking, Software Development
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