Customer Technical Services Analyst I

Job Description

Title and Summary Customer Technical Services Analyst IOverview: The Open Banking Client Support is seeking an individual who possesses tenacity and a keen eye for detail an individual unafraid of navigating complex challenges. Were in search of a dedicated learner, committed to continuous improvement, with a drive to propel our customer experience strategy forward through innovation and adept problem-solving. The ideal candidate demonstrates a passion for the customer journey, exhibits high motivation, maintains intellectual curiosity, and aspires to grow both personally and technically within the realm of technical support. Role: Provide comprehensive technical support for clients, encompassing integrations, troubleshooting, and API Services training within a 24/7 operational framework. Leverage expertise in scripting, XML, databases, task management, and web applications to devise improved approaches for resolving customer issues. Possess a deep understanding of platform and API features and capabilities, effectively communicating these to clients. Demonstrate agility in identifying potential solutions and providing practical guidance during technical troubleshooting and QA sessions with clients. Establish and nurture trusting relationships with customers, developers, engineers, and business partners. Champion the resolution of issues in alignment with SLAs and KPIs. Employ exceptional troubleshooting skills to collaboratively work with internal team members in issue resolution, thereby bolstering customer satisfaction. All About You: The ideal candidate for this position should: Possess prior experience in one or more customer-facing, service/support roles with a history of close interaction with customers. Exhibit comfort in independent troubleshooting and problem-solving. Demonstrate the ability to collaborate effectively with both internal and external stakeholders in issue resolution. Display strong written and verbal communication skills, including the capacity to convey information professionally in a highly technical environment. Be adept at assimilating technical concepts and skilled at presenting technical issues succinctly and clearly to a non-technical audience. Possess previous exposure to API structures, SaaS service implementations, databases like SQL, and other Web service technologies in SaaS Models (Desirable).