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Mô Tả Công Việc
We are seeking a highly motivated and technically proficient API Support Specialist to join our dynamic support team. The API Support Specialist will be responsible for assisting clients and partners with technical inquiries, troubleshooting API-related issues, and providing prompt and effective solutions. The successful candidate will be a key liaison between our clients and partners and internal development teams, helping to maintain high levels of customer satisfaction.
DUTIES AND RESPONSIBILITIES
- Provide timely and comprehensive technical support to customers using our APIs via email, chat, phone, and ticketing system.
- Troubleshoot and resolve API-related issues, including identifying and resolving bugs, configuration problems, and user errors.
- Assist customers and partners with API integration, authentication, and usage best practices.
- Collaborate with internal development and product teams to escalate and resolve complex technical issues.
- Create and maintain detailed API documentation, FAQs, and knowledge base articles to assist customers, partners, and internal development teams in self-help.
- Monitor API performance and proactively identify potential issues, participating in the continuous improvement of API quality and reliability.
- Stay up-to-date with industry trends and best practices related to APIs and recommend improvements to our API offerings.
- Provide occasional after-hours and weekend support on a rotating schedule.
Yêu Cầu Công Việc
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
- Proven experience in API support, technical support, or a related technical role.
- Strong understanding of API concepts, protocols (REST, SOAP, GraphQL, etc.), and data formats (JSON, XML).
- Excellent problem-solving and debugging skills with the ability to analyze and resolve technical issues effectively.
- Outstanding communication skills with the ability to convey complex technical concepts to both technical and non-technical audiences.
- Customer-focused mindset with a passion for delivering exceptional customer service.
- Experience with Postman for API testing and debugging. Knowledge of other API monitoring tools and analytics platforms is a plus.
- Familiarity with API security principles and best practices.
- Familiarity with SQL Server and SSRS for data analysis and reporting.
- Knowledge of Jira for tracking and managing support tickets and tasks efficiently.
- Ability to work independently and as part of a collaborative team in a fast-paced environment.
- Strong time management skills with the ability to prioritize and manage multiple tasks simultaneously.
Note: Please be advised that good English writing, reading, and speaking skills are essential requirements for this position. As the role may involve significant communication with clients, team members, and stakeholders, proficiency in English will be mandatory to ensure effective and clear interactions. Candidates are encouraged to demonstrate their language abilities during the application process.
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Quyền Lợi
Our team at InteliSys is made up of people who share a strong set of values. Are you the next Epic Fit we’ve been looking for?
Excellence
You aim for quality and precision in the work you do, you get the job done and do it right.
Passion
You bring boundless enthusiasm, dedication and joy to work.
Integrity
You are honest, trustworthy and hold steadfast to a personal code of ethics.
Customer-First
You have great communication skills, are empathetic, patient and understanding.
Initiative
You are a pro-active self-starter with the drive to assess and initiate things independently.
Team
You long to be part of a coordinated team of mutually co-operative professionals.
