Responsibilities
- Provide technical support for integration-related queries in a timely manner by following the defined processes and documentation
- Replicate API calls that integrators are having issues with to identify and diagnose problems.
- Maintain clear and professional communication with integrators, ensuring they are kept informed of the status and resolution of their issues.
- Efficiently resolve Level 1 support issues to ensure minimal disruption to integrator operations.
- Identify and escalate Level 2-3 issues to relevant departments when necessary.
- Contribute to the knowledge base by documenting common issues and their resolutions.
- Gather feedback from integrators to identify areas for improvement in support processes and documentation.
- Provide training and support to end-users and junior support staff
Qualifications
- Strong understanding of RESTful APIs and the ability to read and write basic API calls using tools such as Postman.
- Familiarity with JSON and XML data formats.
- Advanced English proficiency (minimum C1), with clear and coherent verbal and written communication skills.
- Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues effectively.
- Effective customer service orientation with the ability to manage and prioritize multiple tasks in a fast-paced environment.
- Ability to explain technical concepts to non-technical users clearly and effectively.
- Strong organizational skills with a proactive approach to managing support cases and improving processes.
Screening Criteria
- At least one (1) to three (3) years of experience in a customer-facing support role, preferably in a technical or integration-focused capacity.
- Must have a stable employment history.
