Client API Executive

“People don’t take trips – trips take people” …

… and we’re in the business of planning and organising trips all over the globe for almost half a million travellers each year.

We’re G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.

We’re not a corporation and don’t behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.

We believe that work should be enjoyable, stimulating and fun!

The Role

Providing support to clients that are connected via multiple API solutions.

The role will be responsible for responding to Level 1 and level 2 support requests following established processes on how they are managed, triaged and resolved. This requires a degree of technical background with knowledge of XML and JSON API’s. The ability and confidence to self-explore technical details to understand issues and provide or suggest solutions is key.

Main activities:

• Managing and responding to API related support requests from internal and external clients
• Technical liaison with clients or their technical representatives, during integration phase
• Deciphering XML strings to understand issues in request/response pairs.
• Working with others to resolve technical issues related to the interface(s)
• Maintaining support documentation in the repository/support portal
• Keeping clients informed of updates, enhancements etc.
• Troubleshooting application issues related to API requests.
• Set up and configuration of new clients in appropriate environment.
• Monitoring and investigating client activity & maintaining and reporting statistical data on API usage
• Supporting sales staff in understanding impact of client interactions with API
• Maintain documentation of configurations settings related to API’s

The Requirements

• 2 years+ working in IT support / Helpdesk / Service Desk or similar role;
• Familiarity and experience working with XML/JSON API’s;
• Experience in structuring support documentation;
• Ability to interpret and analyse data, recognise issues and follow up to resolution;
• Excellent analytical, evaluative, and problem-solving abilities;
• Excellent written and verbal English communication skills essential;
• Excellent documentation skills;
• Approachable manner with both colleagues and team members;
• Resourceful and practical with an ability to respond positively and quickly to technical and business challenges;
• Flexible and adaptable to changing priorities with a positive ‘can do’ attitude;
• Be capable of remaining calm under pressure;
• Self-motivated and capable of working in a high pressure, demanding environment;
• Flexible and adaptable to changing priorities;
• Good at planning and organising their own time, able to meet targets and deadlines without supervision;
• Action and results orientated with a keen attention to detail;
• Able to articulate ideas to both technical and non-technical audiences;
• Persuasive, articulate and influential (but down to earth and friendly);
• Able to establish relationships quickly and to work effectively either as part of a team or singularly;
• Highly customer focused and service oriented with both internal and external customers.

The Deal

Commitment, loyalty and passion are the qualities that we admire the most. In return for that we offer:

• Competitive salaries which reflect the importance of these roles and your experience.
• Salaries are reviewed and discussed annually and can be increased significantly according to experience.
• Excellent onboarding and career development opportunities
• A genuine commitment to recognise your achievements.
• Hard work deserves a break, so we offer 21 days annual leave each year plus all public holidays. Bonus days are offered according to experience.
• First class office environment which is a safe, comfortable, simulating and fun place to be.
• Medlife coverage (Medlife Classic or equivalent)
• We want you to eat well, so we offer you a meal voucher for 40 RON each day that you work.
• Opportunities to travel at discounted prices.