Position Overview

The Product Specialist has responsibility for the handling of 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 in 2nd line cases for the assigned OneSpan product(s)/services. 2nd line cases typically cannot be handled by the Support Analysts/Specialists (1st line). The Product Specialist will work closely together with a team of assigned Product Specialists and Engineering (3rd line) support to provide timely resolution.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 knowledge base to ensure a world class customer support service.

World class customer support

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
• Investigate and diagnose tickets to obtain resolution as quickly as possible
• Provide specialized investigation and diagnosis of all tickets
• Verify resolution with customers and resolve assigned tickets
• Document troubleshooting steps and resolution details
• 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
• Become the Subject Matter Expert (SME) for assigned product(s)/services
• Pro-actively search for and develop plans to build up and maintain relevant knowledge for associated product(s)/services
• Create and submit 1st line troubleshooting guide
• Create and submit knowledge articles
• Share knowledge for assigned product(s)/services within Global Customer Support team and other OneSpan teams
• Ensures compliance to global operational standards, procedures and best practices.  
• Product Focus
• Always ensures protection of customer systems and information
• Position could include shift work and/or on-call duties

Requirements

• Bachelors’ degree in Computer Science or equivalent
• 5+ years’ experience in a Customer/Technical 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 

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent.  An incumbent may be asked to perform other duties as required.