Support Analyst Voor Een Internationale Firma in
il y a 4 jours
**Functie omschrijving**:
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 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, 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
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 allticket 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
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
**Profiel**:
The main language spoken in the company is English. If you speak other languages, it is even better. You work in an international company where you can have calls with customers all over the world. You havee a bachelor's degree in computer science or equivalen. You have at least 2 years of experience in a customer/technical support environment.You have a good knowledge of Windows-MS Office. You have knowledge how to network. Therefore you need strong skills in written and spoken communication. You are well-organized wih attention to detail. You like to have contract with customers and you give them te best service.
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,...
Mobile development (Android, iOS)
Nice to have: ITIL-Foundation, Webservicees (SAP, REST,Groovy)
**Aanbod**:
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