Technical Support (API)

About this role

Job Summary:

To be able to provide after-sales technical support to API Developer Portal/Marketplace products and handle issues or inquiries raised by corporate API clients/consumers.

Job Description:

• Receive API product-related issues and inquiries from API Consumers via email and/or Viber messages.
• Provide a timely and accurate response/acknowledgment to the API Consumers upon receipt of the issue/inquiry.
• Request for the details from the API Consumer necessary for 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 and by documenting the findings.
• Perform root cause analysis by checking and interpreting the API database entries and by documenting the findings.
• Assess if there’s 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.11. 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, and 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 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

• Willing to work onsite in Ortigas
• Can start ASAP