Functie

The Support Analyst has responsibility for the handling of 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.

Job Duties and 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, KnownErrors, 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 allticket 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

Position could include shift work and/or on-call duties

Team Objectives / KPI’s:

Achieve Service Level as defined in OneSpan Support agreements for all cases handled by the regional team

First Call Resolution

Average Resolution Time

85% of the cases with priority 1 & 2 will be solved within 1 week. If not, an acceptable workaround is being delivered

90% of the cases with priority 3 & 4 will be solved within 1 month. If not, an acceptable workaround is being delivered

Slow movers: EVERY Priority 1 & 2 ticket must be updated at least every hour.

Slow movers: EVERY Priority 3 & 4 ticket must be updated at least every 3 days.

Customer Satisfaction Survey: 4/5

Jouw profiel

The main language spoken in the company is English. If you speak other languages, it is even better. You work in an international company where you can have calls with customers all over the world. You havee a bachelor's degree in computer science or equivalen. You have at least 2 years of experience in a customer/technical support environment.You have a good knowledge of Windows-MS Office. You have knowledge how to network. Therefore you need strong skills in written and spoken communication. You are well-organized wih attention to detail. You like to have contract with customers and you give them te best service.

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, ...

Mobile development (Android, iOS)

Nice to have: ITIL-Foundation, Webservicees (SAP, REST,Groovy)

• Databanken met vragen, antwoorden, kennis en technische oplossingen uit het verleden actualiseren
• Domein: Industriële informatica
• Een ondersteunende dienst superviseren
• De oplossingen en technische aanbevelingen bepalen en aan de klanten meedelen
• Klanten informeren over de opgemerkte technische problemen, aan te brengen wijzigingen en uit te voeren herstellingen
• Technische problemen en vereisten van de klant analyseren

Aanbod

You will be working in an international company situated in Diegem with Head Office at the US. This is a company where there is an absolute discretion about the clients and the things they make; The salary will be spoken during the sollicitation. Do you want to have experience in a large company and are you willing to work in the region of Brussels? Then contact The Job Store: info@thejobstore.be or call 056 22 10 35 . We will make an appointment with you by 'teams'.

Solliciteren

Tineke Dekimpe
056 22 10 35
kortrijk@thejobstore.be