Deine Rolle im Team

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

Technologien und Skills

Strong communication skills (written/spoken)
Well-organized with attention to detail
Good customer-approach/very customer-centric
Knowledge of Mobile development (Android / iOS) or at least the willingness to learn
Knowledge of RESTful API
Being able to work independently, but also vigilant to reach out to colleagues in time.
Working in a 24x7 on-call shift system.
ITIL-Foundation
Version Control Systems (e.g. Git)
Knowledge of databases (Oracle or SQL, etc.)
Networking Knowledge (TCP/IP)
Operating Systems (Linux, MacOS, Windows Server)
**Application** Servers (Websphere, Apache Tomcat, WebLogic, JBOS, …)
Languages other than English