Technical Support Executive

Full Time London London IT Job Pro UK

Role Title: Technical Integration and Support Executive

Reports To: Head of Technical and Front-End Services

Location: UK

ICIS is a division of RELX Group, a FTSE 20 company with revenues of $10 billion in 2018 and an employee base of over 30,000 people across 40 countries. We exist to help businesses in the energy, petrochemical and fertilizer industries make strategic decisions, mitigate risk, improve productivity and capitalise on new opportunities. At ICIS we make some of the world's most important markets more trusted and predictable by providing data services, thought leadership and decision tools. Thousands of decisions are taken across supply chains every day using our intelligence and we make this possible through a global presence that delivers the targeted, local insights customers require in a rapidly changing world. We shape the world by connecting markets to optimise the world's valuable resources. With a global team of more than 600, ICIS has employees based in London, New York, Houston, Karlsruhe, Milan, Mumbai, Singapore, Guangzhou, Beijing, Shanghai, Dubai, Sao Paulo, Seoul, Tokyo and Perth.

Purpose of Role:

ICIS is the global source of Independent Commodity Intelligence Services. We connect data, markets and customers to create a comprehensive, trusted view of the global commodities markets, enabling smarter business decisions that optimise the world's resources. Supporting our customers' data and technical integration needs and forging lasting technical partnerships are vital to our success.

This is a customer-facing role, assisting our clients from pre-sales enquiries through to post-sales implementation and on-going support. You will be the technical point of contact for ICIS prospects and customers for APIs and other data feeds and this role will see you working alongside Sales, Customer Success and Product Management functions. You will have a strong technical background which will allow you to develop an expert level understanding of ICIS APIs. You will be able to communicate the value of API to the business and you will support customers to ensure that they are able to achieve commercial value from ICIS data and services.

Responsibilities

Work with the sales team on pitches delivering pre-sales support for API integration and support the identification of new opportunities. Capture information on how our data will flow through customer systems, and use this information to inform and educate the business.
Responsible for technical customer on-boarding, demonstrating the capabilities of our APIs, ensuring that the customer clearly understands ICIS datasets and has a seamless on-boarding.
Build up knowledge of systems commonly used throughout the industry and ensure appropriate documentation is put in place to smooth customer experience
Define and document solutions for APIs implementation. Responsible for keeping all API related documentation up to date include reference guides, FAQs, blog & code.
Represent the voice of the customer to the business, in particular to product and development teams
Second-line support where Client Success team are unable to answer customer queries
Lead on designing and delivering appropriate training for internal staff and customers.Skills and Behaviours

Essential skills

Experience with integration technologies, in particular REST-based APIs
Experience in a technical pre-sales role demonstrating technology to customers
Developer background
Ability to communicate technical concepts to an audience of varying technical abilities.`

Experience with creating technical documentation for APIsBehaviours

Proven track record of customer-centricity as well as in exceeding objectives and goals
Understand customer value and have the customer experience at the heart of everything you do.
Passionate about a world-class customer experience with energy that inspires others
Experience in working cross-functionally to create great customer experiences
Curious about everything, willing to ask questions and challenge the status quo to provide better customer and business outcomes
Experience working closely with business and technology stakeholders, both internally and externally
Demonstrated analytical and problem-solving capabilities and skills.
Appetite for continuous learning from technology to industryAt ICIS, we are a team that thrives on innovation and collaboration in a diverse and inclusive culture. We take pride in finding the best people. This is not just about a proven track-record, but about who you are and how you work. How we do things is just as important as what we do. We search for the behaviours that will make the difference in our team. It starts with drive and the desire to achieve, succeed and grow. Really caring and ensuring delivery and getting things done. Taking ownership and thriving with empowerment. Not afraid to take calculated risks and fail. We put the customer first and have a thirst for learning. If this is you, then get in touch

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