Api Support Specialist

Summary

Join ZigZag as an API Support Engineer and become the primary point of contact for customer and staff technical assistance. You will provide high-quality email-based support, manage customer cases, and troubleshoot technical challenges related to payment solutions. Leveraging ticketing tools, you will document, track, and escalate inquiries. Collaboration with internal teams is crucial for issue resolution and identifying business opportunities. You will also contribute to product improvements and process automation. This role requires strong technical skills, excellent communication, and the ability to work effectively in a fast-paced environment.

Requirements

• Extensive experience with API integrations
• Software development domain knowledge, and ability to clearly communicate with software developers about complex issues
• 1-3 years in a technical service desk, performing internal or external support tasks
• Conducting thorough investigations of technical faults, questions, and enquiries, compiling evidence, and documenting findings
• Understanding of ticket management platforms (eg. Zendesk, Salesforce, FreshDesk, etc) and how to prioritise, track, and manage work using these tools
• Strong communication with internal and external customers and stakeholders
• Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience)
• Relevant certifications
• Resourceful, proactive, flexible, and comfortable working in a fast-paced environment
• Robust written and verbal communication skills, with both high- and low-tech stakeholders
• Highly methodical and process-orientated for critical tasks, while still showing innovation when necessary
• Ability to define problem statements before jumping into solution mode
• Ability to multitask and perform effectively under pressure
• Ability to communicate effectively with customers of differing technical ability, and know how to adjust language to suit
• Be a fast-learner and easily adapt to new ways of working
• Ability to interpret data and patterns discovered in it, problem solving skills
• Ability to work effectively remotely— autonomously, or as part of functional or cross-functional teams

Responsibilities

• Provide first-line technical support to customers via email/ticket, balancing empathy with fact finding, troubleshooting, and resolution
• Diagnose and troubleshoot complex technical issues
• Guide customers through step-by-step solutions and escalate complex issues as necessary
• Exhibit strong end-to-end ownership of customer issues and adherence to SLAs, even when assigned to other internal stakeholders
• Provide training and resources to customers for self-service support
• Assist with technical customer onboarding processes
• Document customer interactions, issues, and resolutions in the ticket management system
• Collaborate with internal teams (engineering, account managers, etc.) to identify and resolve technical issues, provide customer insights and trends, and help inform business opportunities
• Identify and escalate potential risks, trends, or emerging issues
• Monitor, manage, and report on ongoing incidents
• Identify trends in customer issues and contribute to product/service improvements
• Meet and exceed individual and team KPIs and SLAs
• Proactively identify, analyse, and improve upon existing manual business processes, and identify opportunities for automation
• Contribute to documentation and knowledge sharing

Preferred Qualifications

Knowledge or experience with the ITIL Service Management (Service Desk) framework