Job Description

At OneSpan, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.


OneSpan est a la recherche d'un.e ANALYSTE, SOUTIEN TECHNIQUE APPLICATIONS pour se joindre a notre equipe a Montreal pour notre marche en Amerique Latine. Selon une approche mettant le client au centre de vos interventions, vous evaluerez et respecterez les niveaux de service requis en plus de resoudre les problematiques techniques de premier niveau et ce, tout en respectant les ententes de service. Finalement, vous participerez a l'amelioration du processus de traitement des cas et de demandes de service.



En rejoignant notre equipe, vous ferez partie d'une equipe de premier niveau, devouee et determinee a offrir un support technique hors pair a nos clients. Notre service vise a offrir un service de premiere qualite et l'essence de notre mission d'assurer une mise en oeuvre rapide des solutions et une resolution des problemes centree sur les besoins du client.



En plus de la maitrise du francais, celle de l'espagnol et/ou du portugais est essentielle pour reussir dans ce role car vous supporterez des clients d'Amerique Latine.

Principales responsabilites :

Fournir le meilleur support au client et ce, de maniere efficace, courtoise et proactive Enregistrer es cas recus dans l'outil de suivi des demandes Attribuer la priorite aux tickets en fonction de leur impact sur les utilisateurs et des directives SLA et identifier la nature leur nature Investiguer et offrir un diagnostic de premier niveau pour tous les cas Documenter les etapes troubleshooting et les details de resolution Soumettre des suggestions pour les demandes de service Assurer l'efficacite des canaux de communication, en tenant les clients informes sur la progression de leur demande selon la frequence convenues Escalader les incidents majeurs au gestionnaire des incidents Assigner les tickets a la ligne d'escalade appropriee pour sa resolution Effectue suivi aupres du client apres resolution Transferer vers le gestionnaire des incidents, de maniere proactive, les tickets presentant un risque de bris de l'entente de niveau de service Fournir au client une formation et une assistance sur l'utilisation securisee de nos applications et systemes Assurer la conformite aux normes operationnelles, aux procedures et aux meilleurs pratiques de l'industrie Assurer, en tous temps, la protection des systemes et des informations des clients Le poste pourrait inclure du travail par quarts et / ou des taches de garde

Exigences minimales :

Baccalaureat en informatique ou equivalent 2 ans d'experience dans un environnement de support des applications informatiques Solides competences en communication (ecrite / parlee) ?Bien organise avec une attention aux details Bonnes competences techniques en informatiques et en service a la clientele Bonne connaissance Windows

Exigences souhaitees :

Connaissance du francais ou de l'espagnol (ecrite / parlee) REST API Scripting (HTML, JSON, CSS,...) Connaissance generale en infrastructure Langages de programmation (JAVA, C #,...) Fondation ITIL

A propos de nous :

Nous VOUS offrons l'occasion de proteger la societe des fraudes numeriques. Vous occuperez des fonctions et assumerez des responsabilites importantes; votre travail aura des retombees positives. Notre entreprise prend rapidement les mesures necessaires pour demeurer a la fine pointe des recentes technologies et tendances de l'industrie, afin de mieux orienter et soutenir votre travail. Si vous souhaitez faire partie d'une equipe dont l'objectif est d'aider les organisations a securiser leur transformation numerique, nous aimerions vous rencontrer!



Nous savons que la reussite de notre entreprise depend de personnes de diverses perspectives, idees et cultures. A cet egard, nous sommes determines a batir une communaute d'appartenance et de liens significatifs. Nous croyons que la creation des meilleurs produits et services passe par l'embauche des meilleurs talents.

OneSpan souscrit au principe d'equite en matiere d'emploi.

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OneSpan is looking for an APPLICATION SUPPORT ANALYST join our team in Montreal for our Latin American market. 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. While meeting initial response time Service Levels for all cases in the assigned region, you will 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.



By joining the Customer Support, you will be part of valued A-Class team who is dedicated and determined to offer a word-class technical support to our clients. This team is fully committed to our customers' success. Their knowledgeable and highly responsive services and support team's mission is to ensure timely implementation and problem resolution in the most courteous manner.

Key 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, Known Errors, ) 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 all ticket 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 Always ensures protection of customer systems and information Position could include shift work and/or on-call duties

Minimum Requirements:

Bachelor's degree in computer science or equivalent 2+ years' experience in a Customer/Technical Support environment Strong communication skills (written/spoken) Well-organized with attention to detail Good customer-approach/very customer-centric Windows - MS Office

The more of the following requirements, the better:

French or Spanish knowledge (written/spoken) REST API Scripting (HTML, JSON, CSS, ...) General Networking Knowledge Programming Languages (JAVA, C#, ...) ITIL-Foundation

About Us:

We offer YOU the opportunity to protect the world from digital fraud. You hold significant responsibility and accountability; your work makes an impact. We move quickly to stay on top of the latest technology and industry trends which inform and help your work. If you want to join a team that helps organizations secure their digital transformation, we want to "meet" you!



We know it takes people with a diversity of perspectives, ideas and culture to make our company succeed We are committed to building a community of belonging and meaningful connections. We believe that hiring the best talent, will lead to the creation of better products and services.

OneSpan is an Equal Opportunity employer. For more information please visit our Privacy Center.

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