Demonstrates expertise in B2B technical support, focusing on customer success through effective communication and problem-solving. Proficient in analyzing network issues and implementing proactive solutions to enhance performance and service metrics.

Highest-signal resume keywords

B2B Technical Support ExperienceAkamai Network AnalysisDNS, HTTP/S, TCP KnowledgeLinux/Unix BasicsExceptional Written Communication Skills

Tech Stack

Tools & technologies

DNSLinuxUnix

About the role

Key responsibilities & impact

Lead critical global technical support for online customers
Deliver reliable B2B customer support via Akamai's chat and email channels for Enterprise and SMB clients
Collaborate internally to resolve technical issues quickly and ensure peak performance on Akamai's Network
Analyze Akamai Network issues, create proactive solutions, and investigate performance improvements
Adapt communication style for real-time chat and email support
Diagnose and resolve intricate technical challenges methodically
Prioritize urgent matters while maintaining precision in issue resolution
Drive customer success by understanding customer needs, providing CDN guidance, and facilitating training
Drive process improvement, operational optimization, and top-tier service metrics

Requirements

What you’ll need

3–4 years of experience
Bachelor's degree in computer science or engineering
At least 2+ years of technical B2B support experience, including enterprise chat channel experience
Solid knowledge of the internet, including DNS, HTTP/S, and TCP
Linux/Unix basics
Knowledge of VPN, SAML, and authentication processes
Exceptional written communication skills
Ability to prioritize workloads and convey technical matters to stakeholders with varying technical expertise
Customer-centric approach and strong interpersonal skills
Collaboration and adaptability

Benefits

Comp & perks

Health, well-being, and financial benefits
FlexBase flexible work arrangements: work from home, in an office, or a combination of both

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportNetwork Issue DiagnosisProactive Solution CreationCDN GuidancePerformance Improvement Analysis

Soft Skills

Customer-Centric ApproachInterpersonal SkillsCollaborationAdaptabilityPrioritization

Tools & Technologies

Akamai ChatEmail Support ChannelsVPNSAMLAuthentication Processes

Certifications & Qualifications

Bachelor's Degree in Computer ScienceBachelor's Degree in Engineering

Industry Keywords

B2B Customer SupportEnterprise ClientsSMB ClientsOperational OptimizationService Metrics