Customer Support • Entry-Level

Who you are

You are an entry-level professional with a strong commitment to providing exceptional customer service. You understand the importance of responding to customer inquiries in a timely and courteous manner, ensuring that all cases are handled with care and professionalism. Your ability to prioritize tasks based on user impact and service level agreements (SLAs) makes you an asset to any support team. You are proficient in a language other than French, enabling you to communicate effectively with clients outside of Quebec.

You have a basic understanding of support ticket management systems and are eager to learn how to categorize and triage support cases effectively. Your attention to detail ensures that all cases are logged accurately, and you are always looking for ways to improve processes and enhance the customer experience. You thrive in a collaborative environment and are excited to be part of a team that values customer success.

What you'll do

As an Associate Support Specialist at OneSpan, you will be responsible for managing first-line support cases in your assigned region. You will ensure that all support requests are logged in the ticket management system and prioritize them according to their impact on users. Your role will involve identifying the nature of support tickets based on reported symptoms and categorizing them appropriately. You will work closely with your team to meet response time targets and overall service level agreements, ensuring that customers receive timely and effective assistance.

You will also have the opportunity to suggest improvements to case management processes and service requests, contributing to the overall efficiency of the support team. Your commitment to providing world-class customer service will be essential in helping OneSpan maintain its reputation for excellence in customer support. You will engage with various internal and external stakeholders, enhancing your communication skills and building valuable relationships.

What we offer

OneSpan offers a dynamic work environment where you can grow your skills and advance your career in customer support. You will have access to ongoing training and development opportunities, allowing you to enhance your technical knowledge and customer service abilities. The company values work-life balance and provides a hybrid work model, enabling you to work both in the office and remotely. Join us at OneSpan and be part of a team dedicated to creating secure and exceptional experiences for our clients.