Senior Product Specialist

This position is open to candidates who reside in Belgium, as this is a hybrid role.

At OneSpan, we are looking for a Senior Product Specialist to join our team in Belgium. We are fully committed to our customers' success. Our knowledgeable and highly responsive services and support team's mission is to ensure timely implementation and problem resolution in the most courteous manner.

Responsibilities

• Deliver World class customer support in a knowledgeable, courteous and responsive way
• Investigate and diagnose tickets to obtain resolution as quickly as possible
• Provide specialized investigation and diagnosis of all tickets
• Verify resolution with customers and resolve assigned tickets
• Document troubleshooting steps and resolution details
• Escalate Major Incidents to 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
• Become the Subject Matter Expert (SME) for assigned product(s)/services
• 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
• Ensures compliance to global operational standards, procedures and best practices.
• Product Focus
• Always ensures protection of customer systems and information
• Position could include shift work and/or on-call duties

Requirements

• Bachelors' degree in Computer Science or equivalent
• 5+ years' experience in a Customer/Technical environment
• Strong communication skills (written/spoken)
• Well-organized with attention to detail
• Good customer-approach/very customer-centric
• Team player
• Mobile development skills (Android, iOS, Kotlin, Swift)
• Webservices (REST, SOAP)
• The more of the following, the better:
  • Development skills (JAVA, C#, Python)
  • Operating Systems (Linux, Mac OS X, Windows Server…)
  • Databases (Oracle, MariaDB, MS SQL, …)

Nice-to-haves

• ITIL-Foundation
• Languages other than English
• Knowledge of (XML, HTML, JSON, CSS, XSLT, Git …)
• Networking Knowledge

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