Support Analyst

Farkas Kiss Endre legjobb állása OneSpan

Bewerbung fur Full Stack Software Engineer

Levél szövege

Lieber OneSpan!

Ich möchte mich bei Ihrem Unternehmen als Support Analyst bewerben. 
Ich bin ein Fullstack-Entwickler, bei dem ich meine 10-jährige Erfahrung mit verschiedenen Technologien einsetzen kann.

Ich habe meinen Lebenslauf an diese E-Mail angehängt.

Wir freuen uns darauf, von Ihnen zu hören!


Endre Farkas Kiss "Sodika"
Java and PHP Fullstack Developer, Nudist, Vlogger

https://www.linkedin.com/in/farkas-kiss-63bb9210a
https://sodika.org

Álláshirdetés szövege

At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full advantage of what's coming tomorrow. With a bold vision and an ambitious opportunity ahead of us, we are looking for creative thinkers and fearless ideas that will disrupt our industry.

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 Austria. This role is hybrid (office in Vienna where you would go to +/- 1 day/week).
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.

Nice-to-haves

ITIL-Foundation
Programming languages other than Java
Containers
Languages other than English

#LI-JTI
#LI-Hybrid

At OneSpan, we challenge the now by thinking ahead, speaking up, and working together to constantly improve. Everyone is an integral part of our mission, with an equal opportunity to participate and make a global impact. Because we know that real connections are built on autonomy and trust, we always engage with open minds and promote diversity in our thinking and in our culture. The more voices we have represented and amplified, the more we will all thrive, contribute, and drive our industry forward. That's why we encourage everyone to bring their whole self to work and be open to different ideas, new challenges, and new possibilities.