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The Technical Client Advocate will serve as the point of contact for complex external customers leveraging API based solutions.  They receive inquiries from customers in need of information, service assistance and problem resolution.  They ensure that issues are addressed appropriately, accurately and in a timely fashion.  Additionally, the Advocate will serve as an escalation point of contact and manage incidents impacting the API channel.  This role does require 24x7 availability for incident management and critical client support.
As a Technical Client Advocate you will:
• Participate with the Relationship Team to learn and understand client business/needs.
• Participate in client calls/business reviews.
• Engage with Operations, Technology, Product, and Designated Service to address client issues/concerns.
• Serve as an Incident Manager for issues impacting multiple clients.
• Serves as designated point of contact to top-tier and sensitive clients, demonstrating strong product knowledge.
• Distributes and analyzes monthly reporting of client inquires and client impacting issues.
• Serve as an escalation point of contact for L1 API Support resources.
• Support the development of support documentation and procedures.
• Monitors daily performance against established metric s
Qualifications:
• Strong Oral and Written Communication
• Negotiation Skills
• Leadership
• Able to Effectively Multi-Task
• Effective Time Management and Organizational Skills
• Strong Problem-Solving Skills
• Critical Thinking Skills/Decisive
• Attention to Detail
• Strong Technical Acumen/Able to Learn and Understand Technical Concepts
• MS Office and vendor software
• Able to Work Remotely
Knowledge required is intermediate:
• API Connectivity
• Real Time Payments
• SEPA Instant
• Experienced in Support of Host to Host, ACH, and PaySource.
RequisitionType Professional JobSchedule Full time