Support Analyst

At OneSpan, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.OneSpan is looking for a SUPPORT ANALYST to join our team in Belgium. This position is open to candidates who have their residence in Belgium. This role is hybrid (Brussels office is where you would go to 3 days/week).The 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 will part of the OneSpan Customer Support organization, providing a World Class Customer Support Experience. 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. The role 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 suggesting improvements to the case handling process and service requests. Job Duties and 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 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 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 Provides customer with training and assistance on secure use of our applications and systems 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  Strong communication skills (written/spoken)  Well-organized with attention to detail  Good customer-approach/very customer-centric Webservices (SOAP, REST, Groovy) The more of the following, the better: Operating Systems (Windows, Linux, Mac OS X, …) Programming Languages (JAVA, C#, …) Scripting (XML, HTML, JSON, CSS, XSLT, …) Nice-to-haves ITIL-Foundation A professional command of Dutch 2+ years’ experience in a Customer/Technical Support environment Knowledge of: Public Key Infrastructure (PKI) Computer Networking Databases (Oracle, MariaDB, MS SQL, …) Application Servers (Websphere, Apache Tomcat, Weblogic, JBOSS, …) Web Servers (NGINX, Apache HTTP Server, …) Mobile development (Android, iOS) #LI-LS1 #LI-hybrid