Technical Support Specialist

• Follow internal workflow processes and work with various internal tools to debug and resolve common client issues.
• Collaborate with other teams to identify solutions to client issues.
• Perform in-hours triage function following defined processes to ensure service level agreements.
• Maintain external documentation and internal playbooks and collaborate with the team on project work.
• Consistently manage client expectations and grow your knowledge and expertise of Product, Services, and Tooling.

• Previous Relationship management/Account management experience, ideally in a technology organisation.
• Able to build relationships and communicate clearly with business partners and key stakeholders on straightforward issues/topics.
• Experience working with technical integration documentation with the ability to evaluate API product requirements.
• Experience with constructing API requests using tools such as Postman, SoapUI or similar and evaluating the resulting XML or JSON structures appropriately.
• Experiment by applying continuous improvement principles (e.g. Lean and agile); you can spot opportunities to automate and reduce waste, and put in place solutions within your scope of influence.
• Excellent written and verbal communication skills.
• You empathise with clients and can effectively communicate their needs back to your team.
• Curiosity to learn - avidly seeking knowledge on internet economy and client management best practice.
• Demonstrate a strong personal workflow/ the ability to manage multiple competing tasks/priorities.
• Ability to problem solve, uncover root causes and address those issues at scale.

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