Client Service API Support Analyst  

The Role: The Client Service API Support Analyst will be responsible in the implementation and ongoing support of our Machine to Machine offering to our client. Responsibilities include, but not limited to, supporting and ensuring that the client experience is maximized. Based in our Pasig PH office, you will partner closely with clients as well as internal stakeholders from Product Management and Technology, based across the globe. You will need to be process-orientated and client focused; You will be communicating directly with clients to understand their needs as well as BAU troubleshooting. Remote training, implementation planning as well as problem solving will be a key component of the role. This position is also responsible for serving as a knowledgeable resource.

Grade Level (Internal): 09

The Team: This will be a pioneer team within the Client Services Department focusing on mapping out the best practices and documentation to ensure a best in class delivery of service and technology.

The Location: Silver City 2, Pasig, PH

Responsibilities:

• Showcase best practice for Platts’ Global API support model; partnering with counterparts in Technology
• Automate setup and monitoring of platform servers and components
• Troubleshoot and optimize operating system level issues
• Support the design and build new self-service APIs, web portals, and CLIs
• Participate in out of hours support where required

• Bachelors in Computer Science, Computer Engineering, or equivalent
• Experience supporting customer conformance testing
• Excellent customer support skill, written and oral, ability to manage complex conformance circumstances
• Technology related analytical skills and troubleshooting expertise
• Good knowledge of change management processes
• Experience with project management principles
• Relevant experience in Technical support, especially dealing with API/UAT support and processes.