Support Analyst Voor Een Internationale Firma in

il y a 4 jours

Diegem, Belgique The Job Store Temps plein

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

Schedule:

- Day shift

Work Location: In person

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