Technical Support (Product Specialist)

| Chicago
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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.

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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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