Technical Support (API)

Overview

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

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 AP...