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Posted over 4 years ago
Requirements and responsibilities
• Get to know the Rakuten Travel Xchange API and our platform capabilities to the finest details
• Provide technical support to engineers from companies and partners who are integrating with the Rakuten Travel Xchange API – https://dev.rakutentravelxchange.com
• Ensure that our technical support is friendly and empathetic while providing solutions to problems accurately, timely and consistently
• Maintain API documentation, examples, and FAQs to minimize contact rates
• Make suggestions on how to improve the API based on customer feedback
• Participate in the design and implementation of scalable onboarding and proactive support frameworks for partners
• Mediate during incidents involving the right teams and providing feedback to partners
Attributes:
• We’re not looking for a developer, but you’ve got strong technical knowledge and experience working with APIs – specifically, knowledge and experience with JSON, testing and debugging APIs, and reading logs would be a good baseline. Ideally, Postman is also a part of your toolbox
• You’ve got excellent written and verbal English skills and you’re also a strong communicator. Bonus languages include Spanish, Portuguese, and Mandarin.
• You’re excited to work with a global team and partner base – this means that your onboarding and team communication would be entirely remote, so you’re also self-motivated, reliable when working independently
• You have empathy for users and enjoy working with people, enabling you to provide an exceptional level of support and a seamless onboarding experience – this is a support role, so you’ll be working very closely with and supporting both internal and external customers and potential partners
• You are passionate about technology and its relationship with business and customer experience
You’re humble and work well in a team across different time zones, with a diverse group of people from all over the globe.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)