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Senior Support Analyst - Consent & Preference
Location:
San Francisco, CA
Description:
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. 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). Your Mission 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 organisation, 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 meetingagreed performance levels Actively manage and resolve a backlog of Level 2/3 cases while providing great customer service Troubleshoot issues and provide solutions to customers quickly and accurately in collaboration with other members of the OneTrust team e.g. product owners Continually and actively deepen experience / skills working with the OneTrust platform You Are Eager to learn andquick to pick up new skills Able to work independently while still contributing to a team Excited to find creative solutions to complex customer problems Able to manage and prioritise a varied workload while meeting SLAs and deadlines Focused on quality and attention to detail Dedicated to providing a great experience and able to build a rapport with customers Degree, higher education qualification or 1-5 years' work experience in a similar role 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 Ability to work at OneTrust London or Atlanta Headquarters in Sandy Springs (as appropriate for role) daily Privacy industry experience, or CIPP/E / CIPM certified Language skills (French, German, Spanish, Portuguese) Familiarity with IAB TCF 2.0 framework #J-18808-Ljbffr
Company:
Onetrust
Posted:
May 21 on TopUSAJobs
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Senior Support Analyst - Consent & Preference is a Other Jobs Analyst Job at Onetrust located in San Francisco CA. Find other listings like Senior Support Analyst - Consent & Preference by searching Oodle for Other Jobs Analyst Jobs.
Senior Support Analyst - Consent & Preference is a Other Jobs Analyst Job at Onetrust located in San Francisco CA. Find other listings like Senior Support Analyst - Consent & Preference by searching Oodle for Other Jobs Analyst Jobs.