OneSpan, global leader for identity verification and e-signature solutions, is currently looking for a Support Analyst to join its European Team!
The Support Analyst has responsibility for the handling of all 1st line support cases related to our software solutions in the assigned region in a knowledgeable, courteous and responsive way.
The role is accountable for meeting initial response time Service Levels for all cases in the assigned region, triage and meet overall response time Service Levels for assigned cases. Additionally, the Support Analyst is responsible for suggesting improvements to the case handling process and service requests.
You are part of the OneSpan Customer Support organization, providing a World Class Customer Support Experience. We are fully committed to our customers’ success. Our knowledgeable and highly responsive services and support team’s mission is to ensure timely implementation and problem resolution in the most courteous manner.
Job Duties and Responsibilities
Deliver World class customer support in a knowledgeable, courteous and responsive way
Ensure that all cases received are recorded in the ticketing tool
Assign priority to tickets based upon impact to the users and the SLA guidelines
Identify nature of tickets based upon reported symptoms and categorization rules
Provide first-line investigation and diagnosis of all cases
Document troubleshooting steps and resolution details
Submit suggestions for service requests
Responsible for communication, keeping customers informed about their ticket status at agreed intervals
Associate tickets with other records (i.e. Enhancement request, R&D tickets, emails, Knowledge Articles, Known Errors, etc.)
Escalate Major Incidents to the Incident Manager
Delegates responsibility by assigning tickets to the appropriate escalation line for resolution
Performs post-resolution customer review to ensure that all work services are functioning properly, and all ticket documentation is complete
Proactively escalate tickets at risk of breaching Service Level Agreement, to the Incident Manager
Provides customer with training and assistance on secure use of our applications and systems
Ensures compliance to global operational standards, procedures and best practices.
Always ensures protection of customer systems and information
Position could include shift work and/or on-call duties
Bachelor’s degree in computer science or equivalent experience
2+ years’ experience in a Customer/Technical Support environment
Windows – MS Office knowledge
Strong communication skills in Spanish and English (written/spoken)
Well-organized with attention to detail
Good customer-approach/very customer-centric
The more of the following, the better:Operating Systems (Linux, Mac OS X, …) Scripting (XML, HTML, JSON, CSS, XSLT, …) Databases (Oracle, MariaDB, MS SQL, …) Servers (Websphere, Apache, Weblogic, JBOS, …) Cloud infrastructure
We offer YOU the opportunity to protect the world from digital fraud. You hold significant responsibility and accountability; your work makes an impact. We move quickly to stay on top of the latest technology and industry trends which inform and help your work. If you want to join a team that helps organizations secure their digital transformation, we want to “meet” you!
We know it takes people with a diversity of perspectives, ideas and culture to make our company succeed We are committed to building a community of belonging and meaningful connections. We believe that hiring the best talent, will lead to the creation of better products and services.
OneSpan is an Equal Opportunity employer including Disability/Veterans. For more information please visit our