Open Banking Technical Support Specialist in Amsterdam

Are you excited about open APIs and developing cutting-edge digital platforms? Then come join ING’s Open Banking program and help us grow into a leading multi-sided platform!

We redefine banking. What about you?

ING’s purpose is to empower people to stay a step ahead in life and in business. To continue doing this in a world that is changing quicker than ever before, we need to be where our customers are - on digital platforms. Our own and those of others. Offering a uniform, differentiating ING experience that is instant and borderless. What will our digital future look like? We’re building it right now. And that’s where you come in.

Your work environment

You work in ING’s Open Banking program, created to deliver ING’s Open Banking strategy. Open Banking evolves around Application Programming Interfaces (APIs): a way to easily open-up capabilities and share data. We believe it will help ING to accelerate innovation and collaboration with partners, customers and platforms to improve customer experiences and create new business models. Key to success is our developer portal at which enables parties to connect and create value in an easy, secure and scalable way.

Your key responsibilities

As part of our Developer Support Team you will be responsible for providing excellent support services to external developers who consume ING APIs or visit the ING developer portal.

Positioned as 1st line support you will:

• Provide day-to-day support to external developers, including both incident management and providing recommendations to ensure developers can get the most out of our platform.
• Review, document, troubleshoot and resolve developers’ technical questions, with strong communication skills, empathy and in liaising with product experts and engineering teams.

Committed to achieving our servicing standards you will:

• Provide developers feedback on their issues as those progress within expected Service Level Agreements (SLAs), manage customer expectations and report on KPIs and SLAs.
• Act as a facilitator and assist with the communication between the developer and internal teams (including Legal) when escalating issues.
• Effectively triaging and managing escalations to engineering teams for issues that cannot be resolved.
• Document best practices and create articles for our internal and external knowledge base when related information is not present to better enable our support team.

As member of the Customer Loyalty Team you will:

• Work closely with stakeholders in shaping and improving the support customer journeys (including claim, dispute and incident management processes).
• Serve as the voice of the customer by ensuring developer feedback is clearly captured and conveyed internally to enable ongoing improvement of ING Developer Portal and our product and service offerings.

Your qualifications

• You are experienced in dealing with complex customer queries, including technical questions, in a customer support and client-facing role.
• You have a proven ability to understand clients’ needs and provide support with strong attention skills, report building and empathy.
• You are able to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
• You have a proven ability to multi-task and successfully manage multiple priorities simultaneously.
• You are highly organised and reliable and have strong analytical skills.
• You are able to maintain effective work relationships with stakeholders at all levels, particularly internal development teams.

• You have a Bachelors Degree, preferably IT background or equivalent.
• You have excellent English verbal and written communication skills.

We are looking for

Someone who is passionate about achieving excellent servicing standards and helping others, specifically customers, to be successful. You are a naturally collaborative person who listens and collaborates with others to achieve common goals. You are an energetic, dedicated and fun professional, who takes initiative, has a strong drive to deliver, and is confident and persistent. You make things happen thanks to your ‘can do’ attitude and excellent planning and organisational skills.

We offer you 

A full-time position with a good remuneration package.