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Api Consultant

3 months ago

Reading, Reading, United Kingdom Travelport Full time

Travelport is a place of opportunity. It's our incredible team that makes our company great - our people drive our winning culture.

What's Travelport?


Travelport is a worldwide travel retail platform that provides easy ways for businesses like airlines, hotels, and car rental companies to connect through personalized content to agencies and travelers.

The world is changing, and our industry must change with it. We're leading the change; we are the change.

We are on a mission to power the future of travel.


Come and be part of an organization that is committed to building a culture of inclusivity built upon a diverse workforce that is reflective of the communities in which we operate.


What does a great API Consultant Do?


The API Support Consultant will leverage domain expertise across all API products, but with specialist expertise in SOAP Universal API, and JSON REST API to provide consultancy and specialist support to Travelport's largest third party and other developer customers.


These customers are using Travelport's API product offerings to provide software and services to a large number of Travelport's traditional customers who encompass the whole spectrum of agencies from Strategic Accounts to Partner Development globally.


This individual will have accountability to ensure that the EMEA API Optimisation team is on a path of continuous knowledge acquisition for the Universal and JSON REST APIs and ensuring that our support processes and value proposition evolves in line with this game changing new product.


The API Support Consultant will be the primary point of contact within EMA API Optimisation for both Product and Development teams to provide customer perspective on all areas of the API suite.

In addition, the API Support Consultant will make recommendations on potential enhancements and will ensure that there is direct line of sight from the Product and Development teams into the certification process such that it also can be evolved through experience.


This role will also be pivotal to ensuring effective information exchange and cascade of uAPI related information relevant to all teams involved with supporting the product globally.


The API Optimisation Consultant will leverage his/her expertise and experience to provide consultancy as needed to customers from early in the development cycle and includes participation in design, transaction selection/usage and project planning.

There is the potential for this to be revenue generating professional services in some instances.


The API Support Consultant will define and lead initiatives to improve customer self-sufficiency, through the recommendation of documentation ideas and tools that enhance the customers' ability to support themselves once their websites are in a production mode.


The API Support consultant will also define and lead initiatives to better equip Sales, Field and Account personnel in supporting a broad API customer base.


As a Subject Matter Expert in API products both from a technical and functional perspective, the individual will be expected to provide feedback to Product Management on enhancements and improvements to any of our API product offerings.


Responsibilities:

Customer Consultancy

  • Provide consulting to customers, as engaged, partnering with them to more efficiently develop web products that utilize and integrate with Travelport API Products.
  • Consult with customer project teams to assess dependencies, estimate work effort, participate in design, transaction selection and usage, project planning and design reviews.
  • Provide critical customer insight and perspective to Travelport's Product and Development teams on how customers use and view our API Product offerings

People/Departmental

  • Define appropriate objectives and goals for the Global API Support team around the knowledge acquisition and support of API.
  • Provide mentoring across the EMEA API optimisationt team for existing and new/future API Product offerings, specifically focused on product knowledge and optimal troubleshooting techniques.
  • In a technical leadership role, identify opportunities and leverage expertise to mentor and coach API technicians and strategic/high profile customers per Business Unit or Regional direction.
  • Analyse processes and manage support workflow; make appropriate recommendations for resourcing and upskilling of staff to ensure appropriate focus across the API suite.
  • Propagate a comprehensive understanding of the functionality, purpose, utilization and support of Travelport API products
  • Leverage proven tools and best practices across support for all Travelport API Products.
  • Develop an effective succession plan for the API Support Consultant.

Customer Support

  • Deliver superior customer service through the use of advanced problem solving skills to identify the source of challenging and complex issues, working with appropriate internal and external sources to resolve.
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