Commercial Technology Specialist

Job description

As a Commercial Technology Specialist, you will work closely with API clients, commercial teams, and technical stakeholders across the APAC region to support, maintain, and optimise client connectivity to WebBeds’ hotel distribution platform. This involves onboarding new API partners, managing connection setup and mapping, monitoring system performance, troubleshooting connectivity issues, and ensuring seamless day-to-day technical operations for our growing client portfolio. This role requires a technically minded, analytical, and solutions-driven individual with strong problem-solving, communication, and stakeholder management skills. You will work across both technical and commercial functions, becoming an expert in WebBeds’ end-to-end business processes and technology ecosystem. Through proactive support, issue resolution, and continuous performance monitoring, you will play a key role in delivering an exceptional client experience and supporting WebBeds’ continued growth across the APAC region. Responsibilities include but not limited to: Systems and API subject matter expertise: Become a subject matter expert in WebBeds’ systems and API connectivity by developing in-depth knowledge of our platforms, workflows, and end-to-end business processes. API client integration management: Manage API client integrations by supporting the onboarding, setup, mapping, testing, and implementation of new API client connections across the APAC region. Connectivity monitoring and optimization: Monitor, maintain, and optimise API connectivity by proactively reviewing connection performance, identifying trends, and ensuring stable and efficient integrations. Technical support delivery: Provide exceptional technical support through phone, email, chat, and virtual meetings, ensuring timely resolution of client and internal stakeholder queries. Technical issue diagnosis and resolution: Diagnose and resolve complex technical issues by investigating system behaviour, analysing root causes, and implementing effective solutions or workarounds. IT and platform support collaboration: Collaborate with IT and platform support teams to escalate, track, and resolve bugs, system defects, and platform-related issues. Technical documentation creation: Create and maintain technical documentation including process guides, troubleshooting materials, and knowledge base articles to support operational excellence. Performance and activity analysis: Analyse system performance and client activity by monitoring usage trends, identifying risks or optimisation opportunities, and recommending improvements. Cross-functional alignment: Work cross-functionally with technical and commercial teams to support client onboarding, answer technical queries, and deliver seamless client experiences. Continuous improvement driving: Drive continuous improvement initiatives by identifying process enhancements, automation opportunities, and best practices to improve operational efficiency and client satisfaction.