Technical Support (Product Specialist)
2 weeks ago
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 knowledgebase to ensure a world class customer support service.