Support Specialist Full Time

About the job
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.

OneSpan is looking for a Support Specialist in India. This position is open to candidates who have their residence in India.

Key Responsibilities
Investigate and diagnose tickets to obtain resolution as quickly as possible
Document troubleshooting steps and resolution details
Become a Subject Matter Expert (SME)
Create and submit knowledge articles
Provide specialized investigation and diagnosis of all tickets
Verify resolution with end-users and resolve assigned tickets
Escalate Major Incidents to 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
Customer focus on Key Account Management
Inside knowledge of customers’ business, infrastructure, used products
Weekly call with the customer to check open incidents, future projects, recent changes
Monthly reporting
Attend troubleshooting calls
Ensures protection of customer systems and information at all times
Occasional travel can be required (up to 5-10%)
Requirements
Bachelor in Computer Science or equivalent
5+ years’ experience in a Customer/Technical Support environment
Windows – MS Office
Networking Knowledge
Strong communication skills (written/spoken)
Well-organized with attention to detail
Good customer-approach/very customer-centric
Mobile development (Android, iOS)
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, …)
Web Services (Soap, REST, Groovy)
Nice-to-haves
ITIL-Foundation
Languages other than English
We offer you the opportunity to be part of a world of trusted digital interactions and agreements.

You hold significant responsibility and accountability; your work makes an impact. We move quickly to stay on top of the latest technology and industry trends, which inform and help your work. If you want to join a team that helps organizations to accelerate their digital transformations by enabling secure, compliant, and refreshingly easy digital customer agreements and transactions, we like to meet you!

We know it takes people with a diversity of perspectives, ideas, and culture to make our company succeed. We are committed to building a community of belonging and meaningful connections. Likewise, we also believe that hiring the best talent will lead to the creation of better products and services.

OneSpan is an Equal Opportunity employer, for more information please visit our Privacy Center.