Support Analyst

OneSpan

Brussels, Belgium

The Support Analyst is part of the OneSpan Customer Support organization, providing a Word Class Customer Support Experience.

You will work on 2nd line cases for the assigned OneSpan product(s)/services. 2nd line cases typically cannot be handled by the Support Analysts/Specialists (1st line). The Support Analyst will work closely together with a team of assigned Product Specialists and Engineering (3rd line) support to provide timely resolution.

The role is accountable for meeting the restore and resolution Service Levels for all incidents for the assigned OneSpan product(s)/services. Additionally, the Support Analyst is responsible for establishing and maintaining both an internal and external knowledgebase to ensure a world class customer support service.

This position is open to candidates who have their residence in Belgium. This role is hybrid (We have an office in Diegem and Erembodegem): you go 1 day/week to 1 fixed office and 1 day of that week to an office of your choice. The other 3 days can be home office.

Job Duties and Responsibilities

Deliver World class customer support in a knowledgeable, courteous and responsive way
Investigate and diagnose tickets to obtain resolution as quickly as possible
Verify resolution with customers and resolve assigned tickets
Document troubleshooting steps and resolution details
Know when to include 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
Pro-actively search for and develop plans to build up and maintain relevant knowledge for associated product(s)/services
Create and submit 1st line troubleshooting guide
Create and submit knowledge articles
Share knowledge for assigned product(s)/services within Global Customer Support team and other OneSpan teams
Build, document and maintain a toolset that facilitates reproducing / troubleshooting issues (VMs, re-usable code)
Able to cope with task-switching
Ensures compliance to global operational standards, procedures and best practices.  
Always ensures protection of customer systems and information
Position includes shift work and/or on-call duties

Requirements

Bachelors’ degree in Computer Science or Programming Certificate
3+ years’ experience in a Customer/Technical environment in a Saas environment
Strong communication skills (written/spoken)
Well-organized with attention to detail
Good customer-approach/very customer-centric
Programming Languages (JAVA and/or .NET)
Webservices (REST)
Scripting (JSON, XML, HTML)
SaaS Networking Knowledge
Being able to work independently, but also vigilant to reach out to colleagues in time.
Working in a 24x7 on-call shift system.