Support Analyst
Support Analyst
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Job Description
Strength in Trust
OneTrusts mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences automates the governance of data with integrated risk management across privacy security IT/tech third-party and AI risk and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader OneTrust boasts over 300 patents and serves more than 14000 customers globally ranging from industry giants to small businesses.
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. Youre 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
Where we Work
Embrace a hybrid working model three days a week in the office with meaningful opportunities to collaborate and celebrate in person.
Each role may have specific flexible hybrid or in-office requirements so we encourage you to verify the requirements of the role with your recruiter during your first interview.
Benefits
As an employee atOneTrust you will be part of the OneTeam. That means youll receive support physically mentally and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage flexible PTO equity stock options annual performance bonus opportunities retirement account support 14 weeks of paid parental leave career development opportunities company-paid privacy certification exam fees and much more. Specific benefits differ by country. For more information talk to your recruiter or visit out the following to learn more about OneTrust and its people:
Your Data
You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in ourPrivacy Overview.You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on theData Subject Request Form.
Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our fraudulent jobs interviews and job offers use fake websites email addresses group chat and text messages. Be aware that we never ask candidates for personal information IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat and do not require candidates to purchase products or services or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an @ email address. You may also receive legitimate emails from @. Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a @ email address. For more information or if you have been targeted please reach out to .
Our Commitment to You
When you join OneTrust you are stepping onto a launching pad the countdown has begun. The destination A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely unique career.
OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by local laws.
Required Experience:
IC
Employment Type
Full Time
