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Technical Product Manager - Atlanta, United States - INSPYR Solutions
Description
Title: API Customer Experience ProfessionalLocation: Remote in Atlanta GA or Minneapolis MN Preferred
Duration: through 12/31/2024
Compensation: $74/hr - $78/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
Job Description:
Top Requirements:
1. User Experience / Feature Testing ~ 2-3 years
2. Backlog Management (JIRA preferred) ~ 1-2 years
3. Workflows / Process Documentation ~ 1-2 years
Additional Information: Primarily, this role is focused on launch readiness. We often update our API products and services however we need to be sure we do this with intention so that we are setting our Customer Assistance teams up to be successful.
True Title: API Customer Experience Professional
_________________________________________________________________________________________
Job Overview:
Are you a leader in customer services that is passionate about the entire journey? Do you excel in coordinating complex, multi-department operational processes that define an amazing customer experience? Are you passional about technology and are not only able to solve immediate problems, but also innovate to prevent future challenges?
Job Details:
The API Customer Experience Professional is responsible for coordinating and driving activities to ensure an optimal experience. From defining the customer's end-to-end journey to managing technical inquiries during their integration with APIs, we're looking for someone with a background in collaborating across business and technical teams to contribute to the success of our API operations services.
The API Customer Experience Professional defines the workflows that will be followed during execution, creates the training materials, and drives system enhancements to improve operating efficiency. Additionally, the API Customer Experience Professional will assist in setting up customer access to our API Products, notifying of events that may affect their API services, and providing technical assistance in our customer-facing environments.
Responsibilities:
o Oversight of the end-to-end customer journey, ensuring that our business customers can integrate seamlessly with APIs.
o Become the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries. Inquiries vary from access requests to technical assistance for our API products.
o Collect customer feedback, provide insights to stakeholders, and find opportunities for continual improvement. Define metrics, run reports, and perform periodic audits to measure performance against best practices.
o Coordinate with internal teams and vendors to fulfill our customer's inquiries, promoting multi-departmental collaboration between business and technical teams across the enterprise.
o Communicate events that may cause impact or degraded performance for our API products are proactively communicated to the affected stakeholders.
o Look for ways to improve operational processes and the experience, both from an employee and customer viewpoint, and act as a key stakeholder in coordinating this work across all teams to enable an ultimate launch date.
o Assist with testing and readiness for the launch of the new operational processes, platform features, and API Product enhancements by creating workflows, procedures, and training materials to prepare our API Customer Experience Professionals to work with customers.
Basic Qualifications:
• Bachelor's degree, or equivalent work experience.
• Positive, team-oriented attitude. Strong verbal and written communication skills.
• High attention to detail, information design, and visual presentation & strong organizational skills.
• Strong influencing and partnership / collaboration skills to drive cross-functional teams.
• Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.
• Ability to quickly learn new skills and processes while also being adaptable to changing requirements.
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications (Jira, Confluence, PowerPoint, SharePoint and ServiceNow experience is a plus). Experience using Microsoft Office applications is required.
Preferred Qualifications:
• Strong understanding of ITSM and AGILE methodologies.
• 2+ years customer-facing support for API products (Sales Engineer or Technical Support) or experience working with APIs from either a technical standpoint, such as support, testing, or development with experience using REACT,js, Python, , or C#.
• 1-2 years of experience defining product backlog (epics and stories) for system enhancements and defects.
• 1 year of process improvement implementation and/or training (such as Lean Six Sigma).
• 1-2 years of experience technical writing and/or communications experience which involved the definition of workflows, procedures, and training materials for technical and non-technical audiences.
• 1 year of experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now.
• 1 year of experience hosting workshops and training sessions for both technical and non-technical audiences.
Our benefits package includes:
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
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