About the Company
Akamai Technologies is the world’s most trusted solution for protecting and delivering digital experiences. We help our customers innovate faster and deliver seamless, secure experiences across all devices and locations. Join a global team dedicated to making the internet work better for everyone.
Job Description
We are seeking a dedicated and tech-savvy Remote Video Support Agent to join our customer success team. In this fully remote role, you will be the friendly face of Akamai, providing exceptional technical support and guidance to our customers through live video calls (Zoom, Webcam). You will diagnose issues, provide step-by-step solutions, and ensure a positive customer experience, all from the comfort of your home office. This role requires strong communication skills, a problem-solving mindset, and the ability to connect with customers visually.
Key Responsibilities
- Provide real-time technical support to customers via video conferencing platforms (Zoom, webcam).
- Listen actively to customer concerns, diagnose issues, and offer clear, concise solutions.
- Guide customers through troubleshooting steps, software installations, and product usage.
- Document all interactions and resolutions accurately in the CRM system.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Maintain a high level of professionalism and empathy during all customer interactions.
- Proactively identify opportunities to improve customer satisfaction and retention.
- Stay updated on product knowledge, service updates, and common technical issues.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with video conferencing tools (e.g., Zoom, Google Meet).
- Basic understanding of common operating systems (Windows, macOS) and web browsers.
- Ability to explain technical concepts clearly to non-technical users.
- Customer-focused attitude with a desire to help.
- Reliable high-speed internet connection and a quiet home office environment.
- Self-motivated and able to work independently in a remote setting.
Preferred Qualifications
- Previous experience in a customer service or technical support role (1-2 years).
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience troubleshooting networking or software issues.
- Associate's or Bachelor's degree in a relevant field.
Perks & Benefits
- Competitive annual salary.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off and holidays.
- Flexible remote work environment.
- Opportunities for professional development and career growth.
- Employee assistance program.
- Home office stipend.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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