Technical Support (API)

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:

1. Receive API product-related issues and inquiries from API Consumers via email and/or Viber messages.

2. Provide a timely and accurate response/acknowledgment to the API Consumers upon receipt of the issue/inquiry.
3. Request for the details from the API Consumer necessary for the investigation and resolution process.
4. File a ticket to the ticketing system of the bank for proper documentation and monitoring.
5. Investigate the nature of the issue or inquiry and assess the effort needed to confirm, resolve, and close the issue.
6. Perform root cause analysis by checking and interpreting the API call logs and by documenting the findings.
7. Perform root cause analysis by checking and interpreting the API database entries and by documenting the findings.
8. 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.
9. Escalate and communicate the issue to Level 2 Support Units along with the initial findings from the logs and database entries.
10. 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.
12. Receive investigation findings, turn-around-time estimates, or resolution confirmation from Level 2 Support Units and update the ticket accordingly.
13. Relay constant updates (findings, escalations, dependencies, timelines, resolution, etc.) to the client when necessary or as stated in the Service Level Agreement.
14. Ensure that the agreed SLAs are met and strictly enforced.
15. Actively monitor overall API transaction behavior and flag unusual trends (e.g. multiple/high failure rate, unusually low transaction volume, etc.)
16. 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.
17. Report major issues or status updates to the API Product Team Point-Of-Contact.
18. Conduct regular service reviews with the API Product Team to gauge customer satisfaction and identify areas for product or process improvements.