Senior Integration Specialist
CurrentAcquire an in-depth understanding of the API, including staying apprised of updatesRespond to customer email inquiries regarding the API, including appropriate follow-upResearch customer questions and issues, engaging the Development Team as neededReproduce customer reported issues, capture details in the issue tracking system, and escalate issues to the Development TeamParticipate in phone conversations with customers, to provide guidance on integrating with the APIIdentify needed documentation improvements and work with the Development and Documentation Teams to get them madeAssist customers in troubleshooting issues with their integration codeGenerate code samples to provide to customers to assist with their integration effortsAssist the Quality Assurance Team in their API testing effortsStay current with common languages and approaches to integrating with Web Service API’sProvide feedback to the Product and Development Teams on enhancements that should be made to the APIWork with other team members to help increase their knowledge and ability within the organization.Record, track, and document the service desk incident-solving process, including all decisions made and actions taken, through to final resolution, testing fixes to ensure an incident has been adequately resolved to the submitter’s satisfaction Escalate incidents with accurate documentation to a suitable technician, when required Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined Identify and learn appropriate software and hardware used and supported by the organization Develop help sheets and FAQs for end users and contribute to the IT knowledgebase as needed Assure compliance with procedures regarding software licensing and data security
