Support Analyst Join Our Talent Community

📋 Description

• • Own the first-line support experience for OneTrust’s market-leading privacy, security, and data governance platform, acting as the critical bridge between our global customer base and product engineering teams.
• • Triage, diagnose, and resolve complex technical questions arriving via web portal, email, phone, and chat—ranging from UI configuration issues to API integrations and data-import workflows—while maintaining an average first-response time of under one hour and a customer satisfaction score above 95 %.
• • Reproduce customer issues in sandbox environments, capture detailed logs, screenshots, and HAR files, then craft crystal-clear bug reports or enhancement requests that allow engineering squads to move from ticket to fix in record time.
• • Author and continuously refine knowledge-base articles, quick-start videos, and in-product tooltips that deflect up to 40 % of recurring questions, turning every solved ticket into reusable self-service content.
• • Partner with Customer Success Managers to deliver white-glove onboarding sessions for enterprise accounts, ensuring new users can configure consent banners, map data flows, and launch DPIA workflows within their first 30 days.
• • Monitor global support queues across AMER, EMEA, and APAC time zones, leveraging a follow-the-sun model so that urgent P1 incidents are acknowledged 24×7 and resolved within SLA windows.
• • Contribute to weekly root-cause analyses, presenting trends in UI friction, integration failures, and documentation gaps to Product and Engineering leadership, directly influencing the next sprint’s priorities.
• • Champion the voice of the customer in quarterly roadmap reviews, translating field feedback into user stories that shape new features for consent orchestration, cookie auto-blocking, and AI-driven data discovery.
• • Mentor junior analysts through pair-debugging sessions and weekly lunch-and-learns, raising team-wide SQL, REST API, and JavaScript troubleshooting skills to best-in-class levels.
• • Maintain meticulous case hygiene in Salesforce Service Cloud—accurate priority, detailed notes, correct tags—so that leadership dashboards reflect real-time health of the customer base.
• • Collaborate with Legal and Compliance teams to ensure every support interaction adheres to global privacy regulations (GDPR, CCPA, LGPD), documenting data-processing purposes and retention limits where required.
• • Drive continuous-improvement projects such as chat-bot intent training, auto-routing rules, and macro libraries that cut average handle time by 15 % quarter-over-quarter.
• • Participate in weekend on-call rotation (roughly one weekend every eight weeks) with compensatory time off, safeguarding our zero-downtime commitment to more than 12,000 organizations worldwide.
• • Celebrate wins loudly: every “5-star” CSAT rating triggers a kudos post in Slack, and top performers are spotlighted at our monthly All-Hands with spot bonuses and swag.