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 :
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