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    Technical Product Director - Atlanta, GA, United States - INSPYR Solutions

    INSPYR Solutions
    INSPYR Solutions Atlanta, GA, United States

    2 weeks ago

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    Description

    Title:
    API Customer Experience Professional

    Location:
    Remote in Atlanta GA or Minneapolis MN Preferred
    User Experience / Feature Testing ~ 2-3 years
    Backlog Management (JIRA preferred) ~ 1-2 years

    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.

    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?


    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.

    Inquiries vary from access requests to technical assistance for our API products.
    Define metrics, run reports, and perform periodic audits to measure performance against best practices.

    o Communicate events that may cause impact or degraded performance for our API products are proactively communicated to the affected stakeholders.

    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.

    Bachelor's degree, or equivalent work experience.


    • 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.
    • 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.
    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.
    Comprehensive medical benefits
    Retirement plan
    ...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. 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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