Technical API Support Officers
Hunter's Hub Inc.
Pasig, PH
6d ago
source : Bossjob
  • Overview :
  • The Technical API Support Officer will support the API-based open banking channel. The Support Officer will provide after sales technical support to API Developers and support the Portal / Marketplace products and handle issues or inquiries raised by corporate API clients and consumers.

    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
  • Lead 6-8 years exp. Senior 6 years’ exp. Mid 4-6 years exp. And Junior 2-3 years exp.
  • Level will be decided post interview
  • Technical Skills :

  • Have good programming knowledge (JAVASCRIPT and Node.JS) to be able to understand and read syntaxes or snippets from API Consumers and be able to perform root-cause analysis.
  • Possesses technical knowledge and understanding of RESTful APIs and data formats such as JSON.
  • Proficient in tools and scripts to access API source codes.
  • Proficient in tools and scripts to access database entries (SQL).
  • Proficient in tools and scripts to access log files and entries.
  • Able to learn and grasp the components of the API Developer Portal / Marketplace such as the products and clients.
  • Qualifications and Accreditations :

  • Bachelor’s Degree with a major in Computer Science, Information Systems
  • Reporting structure :

  • The Support Officer will report to Fintech Group API Product Team
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