Product/Helpdesk Support Specialist

| Chicago

At OneSpan, you’ll be part of a team that is trusted by more than 10,000 organizations around the world to safeguard their customers against cyber-crime and fraud, and deliver exceptional digital experiences that build lasting customer loyalty. Your contribution will help us to push the boundaries of what’s possible to improve the security and lives of millions of people around the world. In short, what you do here matters. We offer the best of both worlds – a solid foundation that only an established global enterprise can provide, with the energy and creativity of an innovative start-up. In every role at OneSpan, you’ll contribute to the success of the most advanced security and e-signature technologies, and have opportunities to grow.

ONESPAN (formerly known as Vasco Data Security) is a global leader in delivering trust, security, and business productivity solutions to the digital market. ONESPAN develops next generation technologies that enable more than 10,000 customers in 100 countries in financial, enterprise, government, health care and other segments to achieve their digital agenda, deliver an enhanced customer experience and meet regulatory requirements. More than half of the top 100 global banks rely on ONESPAN ® solutions to protect their online, mobile and ATM channels. ONESPAN ’s solutions combine to form a powerful trust platform that empowers businesses by incorporating identity, fraud prevention, electronic signatures, mobile application protection and risk analysis.

Responsibilities:

  • Investigate and diagnose tickets to obtain resolution as quickly as possible
  • Document troubleshooting steps and resolution details
  • Become the Subject Matter Expert (SME)
  • Create and submit knowledge articles
  • Provide specialized investigation and diagnosis of all tickets
  • Verify resolution with end-users and resolve assigned tickets
  • Escalate Major Incidents to the Incident Manager
  • Proactively escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager
  • Escalate & prioritize unresolved Incidents to 3rd line
  • Approval of knowledge base articles
  • Product Focus

Required skills:

  • Bachelor in Computer Science or equivalent 
  • 2+ years’ experience in a helpdesk environment 
  • Windows – MS Office 
  • Networking Knowledge 
  • Strong communication skills (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, …) 
    • Programming Languages (JAVA, C#, …) 
    • Scripting (XML, HTML, JSON, CSS, XSLT, …) 
    • Databases (Oracle, MariaDB, MS SQL, …) 
    • Servers (Websphere, Apache, Weblogic, JBOS, …) 
    • Mobile development (Android, iOS) 

Nice-to-haves:

  • ITIL-Foundation 
  • Webservices (SOAP, REST, Groovy)
  • Languages other than English 
Read Full Job Description

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!!
121 W Wacker Drive, Suite 2050, Chicago, IL 60601

Insider's spotlight

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 Mata

Website Manager

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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