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Spécialiste du Support Associé - Associate Support Specialist
full-time•Montreal
About this role
<div class="content-intro"><p>At <a href="https://www.onespan.com/about/careers" target="_blank">OneSpan</a>, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.</p></div><p data-pm-slice="1 1 []">OneSpan est à la recherche d'un.e <strong>Spécialiste du Support Associé</strong> pour se joindre à notre équipe à Montréal. Le Spécialiste du Support Associé est chargé de traiter tous les cas de support de première ligne dans la région qui lui est attribuée, de manière compétente, courtoise et réactive.<br data-start="406" data-end="409">Vous faites partie de l'organisation du support client OneSpan, qui offre une expérience de support client de classe mondiale.</p>
<p data-start="537" data-end="883">Le titulaire du poste est responsable du respect des niveaux de service en matière de temps de réponse initial pour tous les cas de sa région, du tri des cas et du respect des SLA globaux pour les cas qui lui sont assignés. Il/elle est également chargé(e) de suggérer des améliorations aux processus de gestion des cas et aux demandes de service.</p>
<h3 data-start="885" data-end="925">Un service client de classe mondiale</h3>
<p data-start="927" data-end="1192">Nous nous engageons pleinement à assurer la réussite de nos clients. Notre équipe de support, compétente et très réactive, a pour mission de garantir une mise en œuvre rapide et une résolution des problèmes dans les meilleurs délais, avec la plus grande courtoisie.</p>
<h3 data-start="1194" data-end="1226">Fonctions et responsabilités</h3>
<p data-start="1228" data-end="2778">• Fournir un service client de classe mondiale de manière compétente, courtoise et réactive<br data-start="1319" data-end="1322">• S’assurer que tous les cas reçus sont enregistrés dans l’outil de gestion des billets<br data-start="1409" data-end="1412">• Prioriser les billets en fonction de leur impact utilisateur et des directives SLA<br data-start="1496" data-end="1499">• Identifier la nature des billets selon les symptômes signalés et les règles de catégorisation<br data-start="1594" data-end="1597">• Effectuer une première analyse et un diagnostic initial pour tous les cas<br data-start="1672" data-end="1675">• Documenter les étapes de dépannage et les détails de la résolution<br data-start="1743" data-end="1746">• Soumettre des suggestions d’amélioration pour les demandes de service<br data-start="1817" data-end="1820">• Assurer la communication avec les clients en les tenant informés de l’état de leur billet<br data-start="1911" data-end="1914">• Associer les billets à d’autres enregistrements (demandes d’amélioration, billets R&D, e-mails, articles de connaissance, erreurs connues, etc.)<br data-start="2060" data-end="2063">• Escalader les incidents majeurs au responsable des incidents<br data-start="2125" data-end="2128">• Attribuer les billets à la ligne d’escalade appropriée pour résolution<br data-start="2200" data-end="2203">• Effectuer un suivi post-résolution avec le client afin de valider la résolution et la complétude de la documentation<br data-start="2321" data-end="2324">• Transmettre proactivement les billets risquant d’enfreindre les SLA au responsable des incidents<br data-start="2422" data-end="2425">• Fournir formation et assistance aux clients sur l’utilisation sécurisée des applications et systèmes<br data-start="2527" data-end="2530" data-is-only-node="">• Veiller au respect des normes opérationnelles, procédures et meilleures pratiques mondiales<br data-start="2623" data-end="2626">• Garantir en permanence la protection des systèmes et des informations des clients<br data-start="2709" data-end="2712">• Le poste peut inclure des horaires postés et/ou des astreintes</p>
<h3 data-start="2780" data-end="2793">Exigences</h3>
<p data-start="2795" data-end="3120">• Baccalauréat en informatique ou équivalent<br data-start="2839" data-end="2842">• Minimum de 2 ans d’expérience en support technique ou service clientèle<br data-start="2915" data-end="2918">• Environnement Windows – MS Office<br data-start="2953" data-end="2956">• Connaissances en réseaux<br data-start="2982" data-end="2985">• Excellentes compétences en communication écrite et orale<br data-start="3043" data-end="3046">• Sens de l’organisation et souci du détail<br data-start="3089" data-end="3092">• Forte orientation client</p>
<p data-start="3122" data-end="3436"><strong data-start="3122" data-end="3161">Compétences techniques appréciées :</strong><br data-start="3161" data-end="3164">• Systèmes d’exploitation (Linux, macOS, etc.)<br data-start="3210" data-end="3213">• Langages de programmation (Java, C#, etc.)<br data-start="3257" data-end="3260">• Scripts (XML, HTML, JSON, CSS, XSLT, etc.)<br data-start="3304" data-end="3307">• Bases de données (Oracle, MariaDB, MS SQL, etc.)<br data-start="3357" data-end="3360">• Serveurs d’applications (Apache)<br data-start="3394" data-end="3397">• Développement mobile (Android, iOS)</p>
<h3 data-start="3438" data-end="3458">Atouts appréciés</h3>
<p data-start="3460" data-end="3576">• Certification ITIL Foundation<br data-start="3491" data-end="3494">• Services Web (SOAP, REST, Groovy)<br data-start="3529" data-end="3532">• Maîtrise de langues autres que l’anglais</p>
<p data-start="4195" data-end="4437">-----------------------------------</p>
<p data-start="242" data-end="520">OneSpan is looking for an ASSOCIATE SUPPORT ANALYST to join our team in Montréal. The <strong>Associate Support Analyst </strong>is responsible for handling all first-line support cases in the assigned region in a knowledgeable, courteous, and responsive manner.<br data-start="405" data-end="408">You are part of the OneSpan Customer Support organization, delivering a world-class customer support experience.</p>
<p data-start="522" data-end="842">The role is accountable for meeting initial response time Service Levels for all cases in the assigned region, triaging cases, and meeting overall response time Service Levels for assigned cases. In addition, the Support Analyst is responsible for suggesting improvements to case handling processes and service requests.</p>
<h3 data-start="844" data-end="876">World-Class Customer Support</h3>
<p data-start="878" data-end="1078">We are fully committed to our customers’ success. Our knowledgeable and highly responsive support team’s mission is to ensure timely implementation and problem resolution in the most courteous manner.</p>
<h3 data-start="1080" data-end="1115">Job Duties and Responsibilities</h3>
<p data-start="1117" data-end="2502">• Deliver world-class customer support in a knowledgeable, courteous, and responsive manner<br data-start="1208" data-end="1211">• Ensure all received cases are logged in the ticketing system<br data-start="1273" data-end="1276">• Assign priority to tickets based on user impact and SLA guidelines<br data-start="1344" data-end="1347">• Identify the nature of tickets based on reported symptoms and categorization rules<br data-start="1431" data-end="1434">• Perform first-line investigation and diagnosis for all cases<br data-start="1496" data-end="1499">• Document troubleshooting steps and resolution details<br data-start="1554" data-end="1557">• Submit suggestions for service requests<br data-start="1598" data-end="1601">• Maintain customer communication, keeping customers informed of ticket status at agreed intervals<br data-start="1699" data-end="1702">• Associate tickets with related records (e.g., enhancement requests, R&D tickets, emails, knowledge articles, known errors, etc.)<br data-start="1832" data-end="1835">• Escalate major incidents to the Incident Manager<br data-start="1885" data-end="1888">• Assign tickets to the appropriate escalation line for resolution<br data-start="1954" data-end="1957">• Conduct post-resolution customer reviews to ensure services are functioning correctly and ticket documentation is complete<br data-start="2081" data-end="2084">• Proactively escalate tickets at risk of breaching Service Level Agreements to the Incident Manager<br data-start="2184" data-end="2187">• Provide customers with training and assistance on the secure use of applications and systems<br data-start="2281" data-end="2284" data-is-only-node="">• Ensure compliance with global operational standards, procedures, and best practices<br data-start="2369" data-end="2372">• Always ensure the protection of customer systems and information<br data-start="2438" data-end="2441">• The position may include shift work and/or on-call duties</p>
<h3 data-start="2504" data-end="2520">Requirements</h3>
<p data-start="2522" data-end="2838">• Bachelor’s degree in Computer Science or equivalent<br data-start="2575" data-end="2578">• Minimum of 2 years’ experience in a Customer or Technical Support environment<br data-start="2657" data-end="2660">• Windows – MS Office<br data-start="2681" data-end="2684">• Networking knowledge<br data-start="2706" data-end="2709">• Strong written and verbal communication skills<br data-start="2757" data-end="2760">• Well-organized with strong attention to detail<br data-start="2808" data-end="2811">• Highly customer-focused</p>
<p data-start="2840" data-end="3136"><strong data-start="2840" data-end="2882">The more of the following, the better:</strong><br data-start="2882" data-end="2885">• Operating systems (Linux, macOS, etc.)<br data-start="2925" data-end="2928">• Programming languages (Java, C#, etc.)<br data-start="2968" data-end="2971">• Scripting (XML, HTML, JSON, CSS, XSLT, etc.)<br data-start="3017" data-end="3020">• Databases (Oracle, MariaDB, MS SQL, etc.)<br data-start="3063" data-end="3066">• Application servers (Apache)<br data-start="3096" data-end="3099">• Mobile development (Android, iOS)</p>
<h3 data-start="3138" data-end="3155">Nice-to-Haves</h3>
<p data-start="3157" data-end="3261">• ITIL Foundation certification<br data-start="3188" data-end="3191">• Web services (SOAP, REST, Groovy)<br data-start="3226" data-end="3229">• Languages other than English</p>
<p data-start="3320" data-end="3883"> </p>
<p><span data-ccp-props="{}"><em><span data-teams="true"><strong>Avis: </strong>Ce poste nécessite la maîtrise d'une langue autre que le français car vous serez en partenariat avec des clients internes et/ou externes hors du Québec.</span></em></span></p>
<p><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"><em data-olk-copy-source="MailCompose"><strong>Disclaimer: </strong> This position requires proficiency in a language other than French, as you will be working in partnership with internal and/or external customers outside Québec.</em></span></p>
<p>#LI-hybrid</p>
<p>#LI-LS1</p>
<h3 data-start="3885" data-end="3899"> </h3>
<p> </p>
What you'll do
- The Associate Support Specialist is responsible for handling first-line support cases and ensuring timely response and resolution. They also document troubleshooting steps and maintain communication with customers regarding ticket status.
About OneSpan
OneSpan delivers cutting-edge solutions in two key areas: advanced secure authentication and digital agreements. Our secure authentication solutions protect devices, users, and applications with robust multi-factor and passwordless authentication and other fraud prevention technologies. Our digital agreements solutions combine identity verification, electronic signatures, and digital workflows to streamline agreements, enhance compliance, and accelerate business processes. We empower organizations to automate and secure both customer-facing and revenue-generating processes, supporting a wide range of use cases—from simple transactions to complex workflows requiring elevated security. Trusted by global blue-chip enterprises, including more than 60% of the world’s 100 largest banks, OneSpan processes millions of digital agreements and billions of secure authentication transactions in more than 100 countries annually.
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Frequently Asked Questions
What does a Spécialiste du Support Associé - Associate Support Specialist do at OneSpan?
As a Spécialiste du Support Associé - Associate Support Specialist at OneSpan, you will: the Associate Support Specialist is responsible for handling first-line support cases and ensuring timely response and resolution. They also document troubleshooting steps and maintain communication with customers regarding ticket status..
Is the Spécialiste du Support Associé - Associate Support Specialist position at OneSpan remote?
The Spécialiste du Support Associé - Associate Support Specialist position at OneSpan is based in Montreal, Canada. Contact the company through Clera for specific work arrangement details.
How do I apply for the Spécialiste du Support Associé - Associate Support Specialist position at OneSpan?
You can apply for the Spécialiste du Support Associé - Associate Support Specialist position at OneSpandirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.