Support Analyst

The Challenge

OneTrust is seeking a Support Analyst to join our professional services team. The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions for the most complex and critical issues that OneTrust customers face. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, and an understanding of the OneTrust platform (and related technologies where appropriate).

Your Mission

Take 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

Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions

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

Contribute more broadly to the OneTrust support community, including creating knowledge articles and process improvements

Work independently to manage your time and commitments while meeting agreed performance levels

You Are

You are a hardworking and determined individual focused on providing a great customer experience while building rapport. You’re an independent worker who can solve complex customer problems in a creative manner.

Your experience includes:

Degree, higher education qualification or 1-5 years' work experience in a similar role

Either demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations

Ability to learn rapidly, and master the OneTrust Privacy platform

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

Extra Awesome

Privacy industry experience, or CIPP/E / CIPM certified

Language skills (French, German, Spanish, Portuguese)

Familiarity with IAB TCF 2.0 framework