Product Support Specialist
Il y a 5 mois
At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full advantage of what's coming tomorrow. With a bold vision and an ambitious opportunity ahead of us, we are looking for creative thinkers and fearless ideas that will disrupt our industry.
The **Product Support Specialist** is part of the OneSpan Customer Support organization, providing a Word Class Customer Support Experience.
You will work on 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 Support 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 Support Specialist is responsible for establishing and maintaining both an internal and external knowledgebase to ensure a world class customer support service.
**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
- Verify resolution with customers and resolve assigned tickets
- Document troubleshooting steps and resolution details
- Know when to include 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
- 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
- Build, document and maintain a toolset that facilitates reproducing / troubleshooting issues (VMs, re-usable code)
- Able to cope with task-switching
- Ensures compliance to global operational standards, procedures and best practices.
- Always ensures protection of customer systems and information
- Position includes shift work and/or on-call duties
**Requirements**:
- Bachelors' degree in Computer Science or Programming Certificate
- 3+ years' experience in a Customer/Technical environment in a Saas environment
- Strong communication skills (written/spoken)
- Well-organized with attention to detail
- Good customer-approach/very customer-centric
- Programming Languages (JAVA and/or.NET)
- Webservices (REST)
- Scripting (JSON, XML, HTML)
- SaaS Networking Knowledge
- Being able to work independently, but also vigilant to reach out to colleagues in time.
- Working in a 24x7 on-call shift system.
**Nice-to-haves**
- ITIL-Foundation
- Programming languages other than Java
- Containers
- Languages other than English
LI-JTI
LI-Hybrid
At OneSpan, we challenge the now by thinking ahead, speaking up, and working together to constantly improve. Everyone is an integral part of our mission, with an equal opportunity to participate and make a global impact. Because we know that real connections are built on autonomy and trust, we always engage with open minds and promote diversity in our thinking and in our culture. The more voices we have represented and amplified, the more we will all thrive, contribute, and drive our industry forward. That's why we encourage everyone to bring their whole self to work and be open to different ideas, new challenges, and new possibilities.
-
Product Specialist
Il y a 6 mois
Brussels, Belgique OneSpan Temps pleinAt OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full...
-
Technical Support Specialist
Il y a 5 mois
Brussels, Belgique OneSpan Temps pleinAt OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full...
-
Product Specialist Terminal
Il y a 5 mois
Brussels, Belgique Gentis Recruitment Temps pleinLa société offre des solutions de paiement en ligne et en magasin aux clients professionnels. Avec des ambitions de croissance, ils recherchent leur nouveau product specialist pour relever ce projet ambitieux. **Votre quotidien**: - Faites partie d'un groupe international de responsables produits au sein de notre équipe de gestion de produits. - Gérez...
-
Exec/vip Support Officer
Il y a 6 mois
Brussels, Belgique Axiom Technologies Temps plein**VIP 2nd Line IT Technical Support Engineer (Executive & Director Level Support/Win10/O365/VOIP/AV) **is urgently required by our Global IT Services Company for an initial 6 months rolling contract. **Roles and Responsibilities**: - Providing technical on-site, face to face VIP IT support, working on a Tech Bar, within a BAU environment, including...
-
Customer Support
Il y a 5 mois
Brussels, Belgique Optimy Temps pleinOptimy is a Belgian tech scale-up and the European leader in the Social Impact industry that enables any organization to manage and align its grant, volunteering, donation, and sponsorship programs. At Optimy, we believe that corporations are a force for good and can make the world a better place. For more than 12 years, we have enabled organizations to...
-
Product Specialist
il y a 7 jours
Brussels, Belgique Group S Temps plein**Product Specialist - Starters & Indépendants** - En tant que Product Specialist - Starters & Indépendants, tu es responsable de l’ensemble du cycle de vie de nos produits (services et solutions) pour notre Caisse d’Assurance Sociale pour Indépendants (CASI) et notre « Guichet d’entreprise », depuis leurs conceptions à leurs lancements et leurs...
-
Android Support Specialist
il y a 1 mois
Brussels, Belgique Connectis CMC Belgium Temps pleinWe are looking for a versatile Android and Office Automation Support Specialist to join our team. In this hybrid role, you will provide advanced Android support for privately-owned devices while also managing office automation tasks, including Windows 10 and Apple iOS system administration. Your key focus will be on ensuring the stability, security, and...
-
Customer Support Specialist
Il y a 5 mois
Brussels, Belgique Sennheiser Temps pleinSound made by Sennheiser - For more than 75 years, we are among the world’s leading manufacturers of audio products, building the future of audio. We are proud of our finely engineered microphones and audio solutions that connect people and create remarkable sound experiences - whether in the studio, conference room, or on stage. For us, the audio...
-
Technology Support Specialist
Il y a 6 mois
Brussels, Belgique Latham & Watkins LLP Temps pleinAbout Latham & Watkins: Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect,...
-
IT Support Specialist
Il y a 5 mois
Brussels, Belgique Experis Temps pleinLocation: **BRUXELLES** **#23660** Spécialiste en Support Informatique Rejoins une équipe dynamique et innovante au cœur du secteur du bâtiment, où chaque jour offre de nouveaux défis excitants ! En tant que Spécialiste en Support Informatique, tu seras le maître de notre réseau informatique, garantissant une expérience optimale pour notre...
-
Product Specialist Terminals
Il y a 6 mois
Brussels, Belgique Gentis Recruitment Temps pleinFaites partie d'un groupe international de traitement de paiements par carte, offrant des solutions de paiement en ligne et en magasin. Grâce à leurs projets ambitieux prévus pour les prochaines années, ils recherchent leur nouveau product specialist spécialisé terminaux. - Faites partie d'un groupe international de responsables de produits au sein de...
-
Customer Support Specialist
Il y a 5 mois
Brussels, Belgique Thynk.Cloud Temps plein**Why join Thynk?**: Founded by a team of experienced SaaS founders and hospitality executives, Thynk is on a mission to revolutionize the 2T$ hospitality industry and become a new vertical SaaS giant, following the footsteps of Veeva and nCino. Our ambition is fuelled by a fantastic product built on top of the Salesforce platform and a spot on time to...
-
Support Analyst
Il y a 5 mois
Brussels, Belgique OneSpan Temps pleinAt OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full...
-
Sustainable Products Specialist
Il y a 5 mois
Brussels, Belgique Knauf Insulation Western Europe Temps pleinKnauf stands for opportunity. We know that opportunity looks different to each person and we are proud that we see opportunity in everyone. This exciting role within Knauf Insulation in the Sustainability team could be the perfect next opportunity for you to build a unique career, in a values-led culture with a clear purpose of making tomorrow a home for all...
-
IT Support Specialist
Il y a 5 mois
Brussels, Belgique Proximus Group Temps plein**IT Support Specialist** We are seeking a highly skilled and motivated IT Support Specialist to join our dynamic team. This role requires a strong understanding of Microsoft 365, Slack, Atlassian, 1Password, Zoom, and hardware lifecycle management. **Key Responsibilities**: - Manage the onboarding and offboarding processes for users across various...
-
IT Support Specialist
Il y a 6 mois
Brussels, Belgique Capgemini Temps pleinNature of the tasks: - Service desk agent, incident agent and analyst, problem agent and analyst - Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate - First and second-line support: remote and on-site support - Recording & tracking incident information - Recording & tracking Problem...
-
Transfer Pricing Tax Specialist
Il y a 6 mois
Brussels, Belgique ENGIE GLOBAL BUSINESS SUPPORT Temps pleinID vacature aanvraag: 11263- Standplaats: BRUXELLES, BE, 1000**ENGIE Global Business Support Finances is looking for a**: **Transfer Pricing Tax Specialist (H/F/X)** **ENGIE Global Business Support (GBS)** is the entity exclusively in charge of ENGIE's support functions. A genuine shared service center, offering various support services to the Group's...
-
Transfer Pricing Tax Specialist
Il y a 6 mois
Brussels, Belgique ENGIE GLOBAL BUSINESS SUPPORT Temps pleinRequisition ID: 11263- Location: BRUXELLES, BE, 1000**ENGIE Global Business Support Finances is looking for a**: **Transfer Pricing Tax Specialist (H/F/X)** **ENGIE Global Business Support (GBS)** is the entity exclusively in charge of ENGIE's support functions. A genuine shared service center, offering various support services to the Group's entities,...
-
Technical Support Specialist Cybersecurity
Il y a 5 mois
Brussels, Belgique Sopra Steria Temps pleinSopra Steria is looking for a Technical Support Specialist - Cybersecurity. As a Level 1&2 Technical Support Specialist, you are responsible for providing technical support in the service domain and monitoring our cybersecurity measures. - Required skills and experience:_ - Resolving technical issues and providing support for the implementation and...
-
It support specialist
il y a 4 semaines
Brussels, Belgique Connectis CMC Belgium Temps pleinWe are seeking a skilled Technical Support Specialist to provide top-tier support services within our organization. In this role, you will handle both first and second-line support, focusing on incident management, problem analysis, and ensuring maximum first-call resolution. This position requires a blend of remote and on-site assistance, along with...
