Careers

Support Analyst TEMP

Montreal, Quebec, Canada (remote)

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. Whenever possible, you can choose when you wish to come into the office and when you wish to work from home and get to enjoy the benefits of both worlds. 

OneSpan is looking for a Support Analyst to join our team in Montreal or work remotely from anywhere in Canada for a TEMPORARY ASSIGNMENT (+/- 12 months). In this role you have the responsibility for handling 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.

Key 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  

Minimum Requirements:  

  • Bachelor’s degree in computer science or equivalent 
  • 2+ 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
  • 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) 

Preferred Requirements:

  • ITIL-Foundation
  • Webservices (SOAP, REST, Groovy)
  • Languages other than English (most notably French, Spanish or Portuguese)

#LI-JT1

#LI-Remote

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 Talent Acquisition Privacy Center.

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