Support Analyst
OneSpan- 5000 - 6000 USD per Month
- Full Time
- Posted : 12 months ago
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 Support Analyst is responsible for handling 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 where we provide a World Class Customer Support Experience. The Support Analyst is accountable for meeting initial response time service levels for all cases in the assigned region, triage and meet overall response time service levels for assigned cases. Additionally, the Support Analyst is responsible for helping improve the program by being the subject matter expert on all things customer support in order to drive improvements of systems and processes.
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.
This position is open to candidates who have their residence in: United States.
Key Responsibilities
- 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
- Great communication: keeping customers informed about their ticket status at agreed intervals
- Associate tickets with other records (i.e. Enhancement request, R&D tickets, emails, Knowledge Articles, Known Errors, etc.)
- Escalate major incidents to the Incident Manager or appropriate escalation line for resolution
- Perform post-resolution customer review to ensure that all work services are functioning properly, and all ticket documentation is complete
- Provide customer with training and assistance on secure use of our applications and systems
- Ensure compliance to global operational standards, procedures and best practices.
- Ensures protection of customer systems and information
- Bachelor’s degree in computer science or equivalent
- 2+ years’ experience in a Customer/Technical Support environment
- Strong communication skills (written/spoken - English and Spanish)
- Windows – MS Office
- Networking Knowledge
- Well-organized with attention to detail
- Availability for shift work and/or on-call duties
- 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)
- 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
Skills
- Customer Support
- Linux
- Java
- C#
- JSON
- oracle
- Microsoft Office
- networking
- Microsoft SQL
- Mobile App Development
