Application Program Interface Support Officer

Job Purpose: Manage the day-to-day contacts and enquiries that are received from clients/potential clients, whilst representing a great company by excelling at building relationships, and being a highly effective technical problem solver. Support business growth and ensure that all API and Web clients are connecting to our systems in the most effective way.

Job Outline:

• Plan

• Collaborate with clients and internal teams, provide feedback on evolving the API to support the change of trends on booking processes of our customers, making certain that the website is up to date to the highest standards.

• Deploy

• Follow project management processes & techniques to drive the delivery of the technology solutions to ensure deliverables are met in terms of quality, quantity and timelines against the agreed SLA.

• Provide high quality post implementation system support to the clients by encouraging best practices to improve the productivity, cost efficiency and retention.

• Execute

• Assist clients with our application program interface (API) before during and after integration
• Be able to discuss API features, functionality, and integration with clients and various people within the organisation
• Triage and resolve client support emails and calls about API features, functionality, and integration within agreed SLA?s
• Investigate, diagnose, and solve system and availability issues to ensure no downtime for clients and maximise commercial growth
• Define, maintain and distribute our API specification and supporting documents to clients and internal stakeholders
• Work daily in at least one programming language, guiding customers that are implementing our APIs
• Support client growth through service excellence
• Engage in development discussions to create/improve our internal processes and systems
• Serve as a liaison between our clients and our product and IT teams on improvements to the API

Qualifications & Experience: Commercial/Sales. Other : 5+ Years

12 Years schooling or equivalent :

• Qualification with technical discipline, or equivalent experience preferred

• Professional training courses in Customer Services preferred

Skills/Experience/Knowledge - Experience of which at least 2 years are experience in an API service/support role, preferably within a Travel

• Strong analytical abilities and computer literacy skills

• Ability to convert technical IT terminologies to conversational non-IT-experienced language

• Advance reading/using coding samples and snippets of code to communicate with developer clients

• Excellent written and verbal communication skills

• Fluency in spoken and written English

• Ability to prioritise and work well under pressure

• Technical Problem Solver

Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.