Customer Support Analyst

2 weeks ago

Montréal, Canada OneSpan Full time

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. Many positions and locations will provide you with the choice of in office work, distributed or hybrid. We collaborate with each employee to develop their preferred work environment.

The Customer Support Analyst has responsibility for the handling of all 1st line support cases in the assigned region in a knowledgeable, courteous and responsive way.

You are part of the OneSpan Customer Support organization, providing a World Class Customer Support Experience. The role is accountable for meeting initial response time Service Levels for all cases in the assigned region as well as triaging and meeting overall response time Service Levels for assigned cases. Additionally, the Customer Support Analyst is responsible for suggesting improvements to the case handling process and service requests.

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.

**Key responsibilities**
- Deliver World class customer support in a knowledgeable, courteous and responsive way
- Ensure that all cases received are recorded in the ticketing tool
- Assign priority to tickets based upon impact to the users and the SLA guidelines
- Identify nature of tickets based upon reported symptoms and categorization rules
- Provide first-line investigation and diagnosis of all cases
- Document troubleshooting steps and resolution details
- Submit suggestions for service requests
- Responsible for communication, keeping customers informed about their ticket status at agreed intervals
- Escalate Major Incidents to the Incident Manager
- Delegates responsibility by assigning tickets to the appropriate escalation line for resolution
- Performs post-resolution customer review to ensure that all work services are functioning properly, and all ticket documentation is complete
- Proactively escalate tickets at risk of breaching Service Level Agreement, to the Incident Manager
- Ensures compliance to global operational standards, procedures and best practices.
- Always ensures protection of customer systems and information
- Position could include shift work and/or on-call duties

**Requirements**:

- Bachelor's degree in computer science or equivalent
- 2+ years' experience in a Customer/Technical Support 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**
- Fluent in Spanish
- ITIL-Foundation
- Webservices (SOAP, REST, Groovy)

**Team Objectives / KPI's**
- Achieve Service Level as defined in OneSpan Support agreements for all cases handled by the regional team
- First Call Resolution
- Average Resolution Time
- 85% of the cases with priority 1 & 2 will be solved within 1 week. If not, an acceptable workaround is being delivered
- 90% of the cases with priority 3 & 4 will be solved within 1 month. If not, an acceptable workaround is being delivered
- Slow movers: EVERY Priority 1 & 2 ticket must be updated at least every hour.
- Slow movers: EVERY Priority 3 & 4 ticket must be updated at least every 3 days.
- Customer Satisfaction Survey: 4/5

**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.

LI-remote

LI-GD1

We offer you the opportunity to be part of a world of trusted digital interactions and agreements.

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 to accelerate their digital transformations by enabling secure, compliant, and refreshingly easy digital customer agreements and transactions, we like to meet you

OneSpan provides a safe and drug-free working environment for its employees and to meet or exceed the standards of all applicable laws and regulations governing workplace safety, health and the environment.

We know it takes people with a diversity of perspectives, ideas, and cul

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