Technical Support Specialist
vor 1 Woche
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 **Technical Support Specialist** 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 Technical Support Specialist will work closely together with a team of assigned Technical Support 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 Technical Support Specialist is responsible for establishing and maintaining both an internal and external knowledgebase to ensure a world class customer support service.
**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.
-
Technical Support Specialist
vor 2 Wochen
Wien, Österreich KompiTech IT Services VollzeitKompiTech Switzerland is an IT service provider, we provides both managed services and IT automation processes to customers across Europe. In Vienna, Austria. We are looking for an individual to work part-time as Technical Support Specialist. You will provide onsite support to our clients with focus on offering excellent customer service. **Key...
-
Technical Support Specialist
vor 2 Wochen
Wien, Österreich Wienerberger AG VollzeitAt wienerberger we are committed to a better future. With innovative and sustainable building materials, we strive to improve people's lives and create a world in which future generations have the same opportunities as we do today. Guided by trust, respect, passion and creativity, we shape a better future. - ** Our shared vision**: We improve people's...
-
AT-Technical Specialist
vor 2 Wochen
Wien, Wien, Österreich Apple Inc. VollzeitApple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work.As a Technical Specialist, you offer technical...
-
Technical Support Specialist with German
vor 2 Wochen
Wien, Österreich Acronis VollzeitAcronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Technical Support Specialist who is ready to join us in creating a...
-
Technical Training Specialist, Global Medical
vor 2 Wochen
Wien, Österreich SGS Vollzeit**Company Description** We are SGS - the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. The Technical Training...
-
Technical Product Specialist
vor 2 Wochen
Wien, Wien, Österreich ANGEHEUERT Recruiting VollzeitAls Technical Product Specialist brennst du für Requirements, Softwarearchitektur und Programmiersprachen wie PHP? Dann bleib dranUnser Kunde ist ein internationales Software-Unternehmen mit Fokus auf eCommerce und digital payment transactions. Von A1 über Allianz bis zu ÖAMTC und Marrionaud – renommierte Kunden aus unterschiedlichsten Branchen...
-
Support Content Specialist
vor 1 Woche
Wien, Österreich Tricentis VollzeitWe are seeking a highly motivated and learning-obsessed Content Specialist within the Tricentis Support Organization. Your main focus will be on tailoring high-quality content as well as documenting, implementing and maintaining our internal knowledge related processes. Capturing tacit knowledge to facilitate its reuse for an efficient internal and external...
-
Product Support Specialist
vor 1 Woche
Wien, Österreich OneSpan VollzeitAt 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...
-
Application Support Specialist
vor 1 Woche
Wien, Österreich OneSpan VollzeitAt 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...
-
Technical Application Support Specialist
vor 1 Woche
Wien, Österreich CAE Vollzeit**Role and Responsibilities** In this role you will support the product Flight Plan Manager which is used by customers around the globe. You will need your analysis, troubleshooting and diagnostics skills in our customer-centric, fast-paced environment to boost customer satisfaction. **Product Overview** Flight Plan Manager is a comprehensive flight...
-
Technical Application Support Specialist
vor 2 Wochen
Wien, Österreich CAE Vollzeit**Role and Responsibilities** In this role you will support the product Flight Plan Manager which is used by customers around the globe. You will need your analysis, troubleshooting and diagnostics skills in our customer-centric, fast-paced environment to boost customer satisfaction. **Product Overview** Flight Plan Manager is a comprehensive flight...
-
Desktop Support Specialist
vor 1 Woche
Wien, Österreich Sharp Brains Limited Vollzeit**Responsibilities**: - Performs computer “Break / Fix” support and installation, add, move or change requirements for peripherals, “Smart Hands” and Server / Networking support. - Completes all assigned calls with professionalism and technical expertise, providing quality customer service and support for designated equipment. - Monitors assigned...
-
Senior Technical Operations Specialist
vor 1 Woche
Wien, Österreich Storyblok VollzeitFrom the start, we have seen unbelievable growth in community and usage on a global scale, empowering people and companies in 131 countries to build sustainable and reliable projects faster. As a company, we've grown 156% in the last year from 92 to 236 employees, across 45+ countries. We secured our Series B funding of $47 million last year in the month of...
-
Technical Product Specialist
vor 1 Woche
Wien, Österreich Dynatrace Vollzeit**Company Description**: Are you looking for a fast-paced environment where you can blend your technical curiosity and experience with your passion for helping others (in this case, our customers) succeed in overcoming some of their biggest digital transformation challenges? If so, look no further. We want to talk to you! The world needs perfect software...
-
Client Support Specialist
vor 1 Woche
Wien, Österreich Markit Vollzeit**Help Our Clients Succeed and Succeed With Them**: Our mission is to help IT buyers save time and money. We do this by making IT purchasing simple and transparent. Markit is a leading international company, offering IT purchasing solutions in 46 countries (and growing fast). Our clients are large global companies, fast-growing start-ups, etc. Hundreds of...
-
Technical Supporter
vor 3 Wochen
Wien, Österreich Spot On Sp. z o.o VollzeitIT is all about career choices. Werden Sie Teil unseres Teams Frau **Wir suchen für den Standort Wien (m/w)**: Technical Supporter Ihre Aufgaben Implementierung von Neugeräten (PC Arbeitsplätze, inkl. Monitore & ev. Peripherie) beim Kunden vor Ort Bestehende Arbeitsplatzsysteme werden übernommen, inkl. Datensicherung, Softwareinstallation und...
-
Technical Office Support and Facility Specialist
vor 1 Woche
Wien, Österreich Journi GmbH Vollzeit**WHO ARE WE LOOKING FOR?**: At Journi, a creative tech company, we’re building the #1 most downloaded printing app in the world that allows customers to create beautiful photo books and other print products without effort. Using AI technology, we automatically create personalized designs based on the content our users want to print. **WHAT YOU'LL...
-
Technical Support Specialist
vor 1 Tag
Wien, Wien, Österreich Erste Digital GmbH VollzeitWe are Erste Digital GmbH, a leading banking group in Central and Eastern Europe. Our mission is to empower people's financial lives by providing innovative digital solutions.As an IT Help Desk Agent, you will be the first point of contact for our customers, resolving their queries and issues efficiently and effectively.Your primary responsibilities...
-
Technical Support Agent for Leading Sports Brand
vor 2 Wochen
Wien, Österreich Novritsch Trading Vollzeit**About Us** We are a young and motivated team of 70+ people, working to revolutionize the world of airsoft sports from the middle of Vienna. Novritsch is developing outstanding products, working with manufacturers and suppliers worldwide, selling to over 80 countries, and operating internationally. Our mission is to create airsoft products that people...
-
Support Specialist
vor 2 Wochen
Wien, Österreich App Radar Software GmbH Vollzeit**Shape the Future of App Marketing**: App Radar is a worldwide leading technology company specializing in App Store Marketing. Our team of 50+ colleagues has developed a well-known ASO (App Store Optimization) Tool, which helps app marketers improve the visibility and ranking of their apps in the app stores. Besides our App Marketing Platform, we also offer...