Careers

Product Support Specialist

Montréal, Canada

 ONESPAN is a global leader in delivering trust, security, and business productivity solutions to the digital market. ONESPAN develops next generation technologies that enable more than 10,000 customers in 100 countries in financial, enterprise, government, health care and other segments to achieve their digital agenda, deliver an enhanced customer experience and meet regulatory requirements. More than half of the top 100 global banks rely on ONESPAN® solutions to protect their online, mobile and ATM channels. ONESPAN’s solutions combine to form a powerful trust platform that empowers businesses by incorporating identity, fraud prevention, electronic signatures, mobile application protection and risk analysis.

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 

 

Required skills:

  • Bachelor in Computer Science or equivalent 
  • 2+ years’ experience in a support environment 
  • Windows – MS Office 
  • Networking Knowledge 
  • Strong communication skills (written/spoken) 
  • Well-organized with attention to detail 
  • Good customer-approach/very customer-centric
  • 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, …) 
    • Mobile development (Android, iOS) 
    • Web Services (Soap, REST, Groovy)

Nice-to-haves:

  • ITIL-Foundation 
  • Languages other than English 

#LI-MJ1