Infrastructure Services

About the role

This position is suitable for those who enjoy service work and coordinating with customers. The role requires strong communication skills, basic IT knowledge, and the ability to explain fundamental technical concepts to customers in an understandable way. The focus is on Customer Service skills and communication.

Key responsibilities

• Onboard new clients into the system and guide them through initial API usage procedures
• Serve as the primary point of contact and oversee the customer experience throughout the Onboarding process
• Create and update documentation or guides to help customers get started easily
• Verify and confirm that customers can connect to and use the API successfully according to objectives
• Explain how to use APIs and products to customers in an understandable way (emphasizing communication, not coding)
• Help resolve basic usage issues and escalate complex problems to the development team
• Track and record customer cases comprehensively
• Answer inquiries and provide product information via email, phone, and online meetings
• Build and maintain good relationships with customers
• Collaborate with Sales team and other teams to ensure smooth customer service
• Gather customer feedback to forward to the product development team

About you

• Bachelor's degree in a related field with IT fundamentals
• 1–2 years of experience in Operations, Customer Service, or related positions
• Business-level English proficiency (listening, speaking, reading, writing) with fluency
• TOEIC 600 score or equivalent
• Understanding of basic API principles to explain to customers without technical background
• Ability to learn and understand new products and technologies quickly
• Strong communication and presentation skills, able to explain complex topics simply
• Problem-solving ability and ability to work well under pressure
• Empathy and service-oriented mindset
• Experience in Customer Support for server-to-server connected businesses will be specially considered