Support Analyst at OneSpan

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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

Requirements

  • Bachelor’s degree in computer science or equivalent experience
  • 2+ years’ experience in a Customer/Technical Support environment 
  • Windows – MS Office knowledge
  • Networking Knowledge 
  • Strong communication skills in Spanish and English (written/spoken). Any other language is a plus.
  • 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

About Us:

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 Privacy Center 


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries

Location

Our company is in the heart of downtown with easy access to public transportation, bars and restaurants. Plus we have amazing views!!

An Insider's view of OneSpan

What's something quirky about your company?

My co-workers are not just those sitting next to me. I collaborate with people from around the world on a daily basis.

Tim

Website Manager

What does your typical day look like?

Some days, even before 9 a.m., I’ll speak to a product manager in France, a sales rep in Turkey, a marketing colleague in Montreal, and a business solutions manager in Belgium. I’ve never had the pleasure of working with such a wide variety of people and cultures. It makes OneSpan truly unique in my career.

Sam

Product Marketing Manager

What are some things you learned at the company?

Collaboration is key. Cross-departmental meetings are designed to help us align on challenges. We all unite to overcome any difficulties, where it feels like I’m helping them as much as they are helping me. Working together is one of OneSpan’s biggest values. Not only does the company preach teamwork, but it really values it.

Richa

Enterprise Data Analyst

What is your vision for the company?

We will transition from software-based offering to a services offering, this will allow our customers to consume ID verification and authentication in simple and cost-effective way. Our ability to keep up and excel in the delivery of security-as-a-service will require a concerted effort by the company and its people to be increasingly agile.

Scott

Chief Executive Officer

What makes someone successful on your team?

A passion for teamwork and desire to work collaboratively with a focus on the future; a strong desire to roll up their sleeves and think beyond their job description; a drive to put customers above all else; and a compulsion to learn and grow rather than maintain the status quo.

Tracy

Chief Human Resources Officer

What are OneSpan Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Beer & wine happy hours!
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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