Product Specialist
The future of work is flexible and so is OneSpan. Our teams have proven that they are able to achieve their goals together while being apart throughout the global pandemic and we are embracing work flexibility. Whenever possible, you can choose when you wish to come into the office and when you wish to work from home and get to enjoy the benefits of both worlds.
Why OneSpan
OneSpan offers 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. You’ll continue your hands-on education through formal training and informal programs.
Position Overview
OneSpan is looking for a Product Specialist to join our team in Montreal or work remotely from anywhere in Canada or the US. In this role you have the responsibility for handling all 2nd line cases in a knowledgeable, courteous and responsive way. You are part of the OneSpan Customer Support organization, providing a Word Class Customer Support Experience. The Product Specialist will work on 2nd line cases for the assigned OneSpan product(s)/services. 2nd line cases typically cannot be handled by the Support Analysts (1st line). The Product Specialist will work closely together with a team of assigned Product Specialists and Engineering (3rd line) support to provide timely resolutions.
The role is accountable for meeting the restore and resolution Service Levels for all incidents for the assigned OneSpan product(s)/services. Additionally, the Product Specialist is responsible for establishing and maintaining both an internal and external knowledgebase to ensure a world class customer support service.
Key Responsibilities:
- Customer focus on Key Account Management
- Become a cyber-security Subject Matter Expert (SME)
- Investigate and diagnose tickets to obtain customer satisfaction
- Document troubleshooting steps and resolution details
- Create and submit knowledge articles
- Verify resolution with end-users and resolve assigned tickets
- Proactively escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager
- Escalate & prioritize unresolved Incidents to 3rd line
- Attend troubleshooting calls
Minimum requirements:
- Experience with Account Management preferably Financial Services
- Practical Mobile App support/development understanding (Android, iOS)
- Bachelor in Computer Science or equivalent
- 5+ years’ experience in a customer support environment
- 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, JBOSS, …)
- Web Services (Soap, REST, Groovy)
- Windows Server, Networking Knowledge
Preferred requirements:
- Languages other than English (preferably French, Spanish or Portuguese)
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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 also believe that hiring the best talent will lead to the creation of better products and services.
OneSpan is an Equal Opportunity employer, for more information please visit our Talent Acquisition Privacy Center