We are seeking a detail-oriented and proactive Solution Implementation Analyst to join our API Fulfillment team. The ideal candidate will be responsible for supporting client inquiries and system operations, including managing daily data reports, troubleshooting system errors, processing account access requests, and coordinating essential service maintenance and outage communications. This role is critical in ensuring data integrity, facilitating smooth client interactions, and providing vital support to account executives and internal teams through meticulous documentation and audit procedures.
What you’ll do
- End-to-End Onboarding: Drive the end-to-end onboarding of Alternative Finance partners, managing technical configurations and workflow integrations to ensure a seamless 'Go-Live' experience
- Data & Report Management: Manage and upload daily data reports to Google Drive to prevent the reappearance of disputed tradelines. Review and verify client-submitted reporting files (e.g., Updates, Payments) for successful data processing, and coordinate with clients to correct and resubmit files as needed.
- Client & Technical Support: Act as the first point of contact for the support inbox, diligently monitoring, researching, and responding to all client inquiries related to billing, system errors, technical issues, and general reports.
- Account & Access Management: Process client requests for portal password resets and manage the setup of new login credentials.
- Internal Team Collaboration: Provide essential support to Account Executives by locating client contracts and API specifications. Collaborate with internal teams to investigate and resolve client-reported technical errors.
- Maintenance: Proactively communicate scheduled third-party system maintenance to all impacted clients.
- Outages: Respond to unplanned service outages within 10-15 minutes of discovery by creating and distributing outage notifications. Work closely with the development team to identify symptoms, determine the impact, and resolve the issue. Provide follow-up communication to clients, including root cause analysis upon request.
- Auditing & Quality Assurance: Conduct Quality Assurance on billing statistics by cross-referencing the DataX Control panel with executed client agreements to ensure accuracy. Participate in and support internal and third-party audits as required.
- API Integration and Support: Facilitate client onboarding projects using Equifax APIs by leveraging technical documentation and specifications.
- Cross-Functional Requirements: Liaise with cross-functional teams to translate implementation requirements into actionable Jira tickets. Ensure all technical and operational tasks are accurately documented and assigned to the appropriate departments for timely execution.
What experience you need
- Bachelor’s Degree is required.
- 3+ years of experience in IT customer support as a QA, Business Analyst or similar skillset
- B2 or higher proficiency in English (written and verbal).
- Demonstrated effective communication skills
- Great project management and organizational skills
- Flexibility to work overtime and be on-call as required by the business, particularly during critical periods such as project deadlines, month-end, and quarterly closings.
- Experience troubleshooting or designing REST/SOAP API integrations and understanding JSON/XML data structures
Additional Requirements for Internal Candidates:
- Must have a minimum of one year of tenure in their current position.
- No active disciplinary actions within the last three months prior to and during the recruitment process.
- Must not be on a Performance Improvement Plan (PIP).
- University Bachelor’s degree (required)
What could set you apart
- Previous experience in a client-facing technical support or operations role.
- Familiarity with Alternative Finance products (e.g., BNPL, leasing, or credit products).
- Compliance Audit experience.
- Familiarity with SFTP protocols and file transfer processes.
- Ability to communicate complex technical information clearly and concisely to both technical and non-technical audiences.
- Proficiency in Jira, Confluence, and an understanding of API-based integrations.
Primary Location:
CRI-Sabana
Function:
Function - Fulfillment / Operations
Schedule:
Full time
