API/Integrations Support Specialist

Job Overview:

As a Product Support Specialist at our organization, you will be an integral part of the Product Support team, primarily focusing on Integration Support. You will be responsible for addressing general inquiries, providing technical assistance, and ensuring customer satisfaction with the API and CSV integrations we support. This role involves collaboration with both the Support group and specialized teams.

Responsibilities:

• Member of Integration Support Group supporting CSV and API questions and issues.
• Respond promptly and courteously to general customer inquiries in accordance with our current customer service level agreements (SLAs).
• Collaborate with team members within the team to address customer inquiries and issues together.
• Actively participate in team meetings and collaboration sessions to stay informed about product updates and common issues.

Specialized Group Expansion:

• In most cases, after a short period of time, expansion into other support areas is likely, based on business needs. You will work closely with your respective team members to provide support in these additional areas.
• Collaborate with subject matter experts in specific areas to address complex customer issues.
• Escalate issues to engineering through the Jira platform and maintain ownership through resolution.

Oversight and Assistance:

• Seek oversight and assistance from Level 2 mentors or leads when addressing challenging customer queries or technical issues.
• Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.
• Escalate issues to higher-level team members or leads, as needed.

• Advanced English level.
• Previous experience in a customer-facing role utilizing ticketing system(s) for issue tracking such as Jira, Freshdesk, or similar.
• Basic understanding of technical support concepts and troubleshooting techniques.
• Basic understanding of SaaS integrations via API and CSV.
• Strong communication skills with the ability to convey technical information clearly and concisely.
• Collaborative mindset and willingness to seek assistance and guidance when needed.
• Familiarity with Accounting terminology is a plus.
• Experience with Quickbooks Desktop, Quickbooks Online, Netsuite, Intacct, and/or Acumatica is a plus.
• Experience with tools like Postman, Insomnia or other web testing tools is a plus.