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Technical Support Specialist

hace 2 meses

Gijón, Asturias, España Questronix Corporation A tiempo completo
Job Summary:

To provide exceptional technical support to API Developer Portal/Marketplace products and ensure timely resolution of issues or inquiries raised by corporate API clients/consumers.

Key Responsibilities:
  • Receive and respond to API product-related issues and inquiries from API Consumers via email and/or Viber messages.
  • Investigate the nature of the issue or inquiry, assess the effort needed to confirm, resolve, and close the issue.
  • Perform root cause analysis by checking and interpreting API call logs and documenting findings.
  • Escalate issues to Level 2 Support Units as necessary, communicating with relevant teams and updating tickets accordingly.
  • Monitor ticket aging rates and follow up with Level 2 Support Units as needed.
  • Relay timely advisories and updates 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 reviews with the API Product Team to gauge customer satisfaction and identify areas for product or process improvements.
Requirements:
  • College graduate in any IT-related course.
  • Strong analytical and planning skills.
  • Good communication and presentation skills.
  • Excellent problem-solving skills.
  • Willingness to work onsite in Ortigas.