Senior Customer Support Analyst
The Challenge
OneTrust is seeking a Senior Support Analyst to join our professional services team. The Senior Support Analyst will provide ongoing product support, troubleshooting, and proposing pragmatic solutions for OneTrust customers.
Your Mission
This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, an ability to operate in escalated and high pressure situations, and a deep understanding of the OneTrust platform (and related technologies where appropriate)
As a Senior Support Analyst, you will:
Take the most complex support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and resolve the issue
Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress
Step into and take over management escalated cases where the customer is unhappy or the solution is unclear
Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions
Act as an internal SME within the Support organization, creating knowledge base material and upskilling colleagues
Continue to develop and maintain deep knowledge of specific areas of the OneTrust platform (and supporting technologies) by attending office hours, completing regular release training, etc.
Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications
Work independently to manage your time and commitments while meeting agreed performance levels
You Are
You are eager to learn and quick to pick up new skills and great working independently while still contributing to a team.
You provide great experience and are able to build a rapport with customers and you are great at managing and prioritizing a varied workload while meeting SLAs and deadlines focusing on quality and attention to detail.
Your Experience Includes:
Bachelor’s degree or master’s in computer science, engineering, business or other related field with minimum 4+ years of relevant experience.
At least 12 months demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations
Complex analytical problem-solving skills
Continuous improvement mindset and ability to contribute to process improvement
Highly developed written and verbal communication skills, with ability to effectively communicate complex information in accessible language via phone, video and e-mail
Ability to work with and troubleshoot complex, web-based software suites
Working knowledge of development processes, different operating systems, browsers, and programming languages.
Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releases