We need a talented Publisher Support Specialist to join our mission. As a Publisher Support Specialist you’ll become part of the Product Operations team whose main focus is to support our publishers (Game industry and Creator Economy) during the pre-sales, integration and post-launch phases—continuously analysing and improving processes and tooling to ensure flawless experience of API users, regardless of whether it's a huge enterprise or another Codapay user calling our API.
Responsibilities
- Get to know Codapay API and Coda capabilities to the finest details
- Provide technical support to engineers from companies and partners who are integrating with the Codapay API
- Making sure our technical support is friendly and empathetic, provides solutions to problems accurately, timely and consistently
- Maintain API documentation, examples and FAQs to minimize contact rates
- Make suggestions on how to improve the API based on customer feedback
- Support the business team from a technical standpoint during calls with publisher
- Participate in the design and implementation of scalable onboarding and proactive support frameworks for publisher
- Mediate during incidents involving the right teams and provide feedback to publisher
Requirements
- Proficiency in Mandarin and English. Language proficiency is essential to effectively communicate with publishers and stakeholders
- Strong communication skills and the ability to articulate complex and technical concepts to non-technical audiences
- Ability to define the scope of your responsibilities and keep the focus to deliver
- Passionate about technology and its relationship with business and customer experience.
- Familiarity with system integration and API concepts
- Empathy for users and are able to provide great support and onboarding experience.
- Ability to prioritize and manage multiple projects in the fast paced environment
- You are humble and work well in a team with a diverse group of people from all over the globe and in different time zones
Nice to Have
- Prior experience with REST or SOAP integration is advantageous.
- Familiarity with tools such as SQL, Postman, AWS dashboard, Kibana, and Jira is preferred
- Experience in writing scripts or coding in Java, Javascript or Python; Application development or games industry experience is a plus.
