Api Support Specialist

Summary

Join ZigZag as a Technical Support Specialist and become the primary point of contact for customers and staff seeking technical assistance with our products and services. You will provide high-quality email-based support, manage customer cases efficiently, and ensure timely resolution of issues. This role requires strong technical problem-solving skills, excellent communication, and a customer-first approach. You will collaborate with internal teams to improve service delivery and customer satisfaction. The ideal candidate possesses extensive experience with API integrations, software development knowledge, and 1-3 years in a technical service desk role. A Bachelor's degree in a related field or equivalent experience is required.

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