Do you enjoy working with internal customers to solve complex technical problems?
Would you like to collaborate with teams to deliver world-class customer service?
Join our IT Support team!
The Solution Center provides operational IT support to internal customers geographically across the globe. Our staff are experts in creating customer experiences both in-person as well as through phone, live chat, ticketing, and employee self-service options. Our team embraces the diversity of our organization and collaborates with colleagues globally to craft solutions that enable Akamai to deliver on our promise to our external customers.
Partner with the best
In this role, you'll provide customer support experiences both in-person via Solution Center locations as well as remote support channels such as live chat, ticket and phone. You'll use problem-solving and people skills to provide customers with complete resolutions to their technical challenges. You'll quickly diagnose technical issues on the spot, explaining situations with patience and empathy.
As an IT Support Specialist, you will be responsible for:
- Working with customers in-person at Solution Centers, and over live chat, ticket and phone channels
- Providing high-skill, high-touch service in concert with peers, acting as escalation destinations when needed
- Providing support to peers in order to craft the best solution for our customers
- Working with Senior IT Support Specialists on presenting complete solutions to our customers' technical and functional needs
- Ensuring accurate and secure inventory management practices are followed
- Providing actionable and in-the-moment feedback to teammates to improve our quality of service delivered
Do what you love
To be successful in this role you will:
- Have 2 + years of relevant professional experience in a Help Desk or Service Desk
- Have experience with software and hardware troubleshooting, upgrading and repairing; desktops, laptops, and associated hardware in a professional environment
- Demonstrate interpersonal savvy and a knack for problem solving
- Possess the ability to maintain composure and customer focus while troubleshooting and resolving difficult technical challenges
- Have the dedication to maintaining a clean, safe, and efficient workspace both back and front of house
- Have a genuine passion for outstanding customer service the success of our customers
Work in a way that works for you
FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.
