Support Analyst

10 hours ago

Bengaluru, Karnataka, India OneTrust Full time US$ 90,000 - US$ 1,20,000 per year
  • 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

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