api marketplace - Support officersLittle Clarion

Description
Key Job Functions and Duties:
 Receive API product-related issues and inquiries from API Consumers via email (and/or Viber messages).
 Provide a timely and accurate response/acknowledgement to the API Consumers upon receipt of the issue/inquiry.
 Request for the details from the API Consumer necessary to the investigation and resolution process.
 File a ticket to the ticketing system of the bank for proper documentation and monitoring.
 Investigate the nature of the issue or inquiry and assess the effort needed to confirm, resolve, and close the issue.
 Perform root cause analysis by checking and interpreting the API call logs, API database entries and by documenting the findings.
 Assess if there is a need to escalate the issue to Level 2 Support Units which includes Service Management, Database Administrators, Network Support, Core Product Technical Support, Core Product Operations, and Core Product Management Team.
 Escalate and communicate the issue to Level 2 Support Units along with the initial findings from the logs and database entries.
 Update the ticket with the escalation details and tagging of the issue.
 Monitor the aging rate of the ticket and follow up with the relevant Level 2 Support Units when necessary or as stated in the Service Level Agreement.
 Receive investigation findings, turn-around-time estimates, or resolution confirmation from Level 2 Support Units and update the ticket accordingly.
 Relay constant updates (findings, escalations, dependencies, timelines, resolution, etc.) to the client when necessary or as stated in the Service Level Agreement.
 Ensure that the agreed SLAs are met and strictly enforced.
 Actively monitor overall API transaction behavior and flag unusual trends (e.g. multiple/high failure rate, unusually low transaction volume, etc.)
 Relay timely advisories (such as scheduled system maintenance, network issues, core system downtimes) from the Level 2 Support Units to API Consumers via email or Viber messages.
 Report major issues or status updates to the API Product Team Point-Of-Contact.
 Conduct regular service review with the API Product Team to gauge customer satisfaction and identify areas for product or process improvements.
 Receive new product and client cascades from the API Product Team Point-Of-Contact.
General skills:
 Capable of effectively handling client-facing engagements and support.
 Capable of effectively communicating with internal units to relay or escalate issues and concerns.
 Tracks problems logged and ensures that appropriate problem resolution has occurred and that system issues are addressed and communicated accordingly.
 Identifies and escalates to the appropriate resource, problems requiring urgent attention.
 Excellent communication skills
 Ability to work well within a support team.
 Good analytical and troubleshooting skills.
 Ability to work in a fast-paced environment.
 Excellent research and problem diagnosis skills as well as ability to quickly obtain information to allow accurate and timely decisions.
 Broad technical background and work experience in a similar role
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 4
Language(s): English
Availability for travel: No
Availability for change of residence: No

Pasig, National Capital Region ·  22 February
Work type
Full Time