Job Summary:
Our client is seeking a technically skilled professional who excels in delivering exceptional customer service across various domains. This role encompasses Professional Services, API support, and Tier II technical support. The successful candidate will support clients using the latest technology and integrations, manage client relationships, produce operational reports, and guide customers through installations, maintenance, account configurations, application programming, and third-party product integrations. A passion for learning is essential, as our client offers numerous opportunities to expand your technical expertise.
Key Responsibilities:
API and Application Development Support:
- Become a subject matter expert on our client’s API and partner integrations.
- Provide customer support for installations, including Directory Agent, OKTA, Azure, and GSuite.
- Assist partners in developing and releasing integrated products, driving market growth through the API.
- Manage user uploads, account merges, and splits.
- Coordinate and respond to queries regarding our API.
- Identify, resolve, and maintain regular communication with clients to ensure complete satisfaction.
- Collaborate with other departments to coordinate resources and project timelines.
- Contribute to the creation of technical documentation as needed.
- Test, escalate, and manage bugs with API endpoints and integrations via JIRA.
- Process API activation requests.
- Manage Developer Sandbox Accounts.
Professional Services & Technical Support (EU Customers):
- Provide services such as Upload Services, Silver Account Services, and Gold Account Services.
- Handle account merges and splits using proprietary applications.
- Conduct end-user training sessions.
- Support implementations, upgrades, health-checks, and provide customized training.
- Manage responses in the general email inbox.
- Record customer interactions and resolutions in the case management system.
- Liaise with product and engineering teams to communicate customer needs for product and service enhancements.
- Act as a customer advocate, ensuring issues are resolved by engaging with internal teams.
- Troubleshoot network-related issues including TCP/IP, DHCP/Static IPs, NIC, USB Ethernet Adapters, and modems.
- Diagnose and isolate defective hardware, and manage the return merchandise authorization (RMA) process.
Qualifications:
- 2+ years of experience in a customer-facing position.
- Strong aptitude for learning and understanding technical infrastructure and troubleshooting processes.
- Experience working with RESTful APIs, with the ability to read and parse API documentation, particularly JSON.
- Technical acumen with an understanding of electronics, networking (TCP/IP), browser functionality, and common networking device troubleshooting.
- Excellent problem-solving skills, with the ability to research, analyze, and resolve new issues.
- Strong team collaboration and communication skills.
