Support Analyst L1

Strength in Trust  At OneTrust, we help businesses around the world to make trust a competitive advantage. Our category-defining enterprise platform enables organizations to operationalize trust across privacy, security, data governance, GRC, third-party risk, ethics, and compliance, and ESG. The Challenge OneTrust’s Support Engineers are:  The front line of our organisation, interacting with customers every day  Supporting a huge range of clients, including half of the Fortune 500  Troubleshooting mission-critical issues across a broad range of OneTrust technologies  Key to OneTrust's customer retention and growth  Building a deep knowledge of the OneTrust platform   Your Mission You will support OneTrust’s customer base on general user and platform questions, billing and subscription requests and 1 st line technical component enquiries, using strong troubleshooting and customer service skills to confidently lead customers through diagnosis and resolution of simple to complext problems with a high degree of customer satisfaction.  You will partner and coordinate with other teams to provide excellent service to our customers, collaborate with colleagues with the goal of continuous improvement in the service provided to customers. Additionally, you will contribute to our Knowledge Base, converting answered support questions into FAQs, developing documentation to enhance self-service support opportunities and reduce support ticket volume. Triage support requests from various mediums Provide effective incident resolution with enthusiastic customer service Recreate, troubleshoot and diagnose issues within a collaborative cross-functional environment Respond to support queries both internal and external in a supportive and timely manner, ensuring that we meet our customer SLAs Rewrite complex answers given from our subject matter and technical experts, distilling down into a meaningful and kind response to the customer Communicate directly with end customers and/or partners over email, chat, video conference Follow defined escalation paths to ensure proper resolution Guide customers on advanced usage of the user interface and services Develop How-To documentation, videos, and FAQs Manage our ticketing and knowledge base system Assist in summarizing, tracking and communicating customer feature requests You Are Eager to learn and quick 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  English level C1 or above Your Experience Includes Experience working in a customer-focused (preferably SaaS based) environment Post secondary degree or equivalent work experience of working in a customer-focused front line technical support environment Excellent verbal and written communication skills with end customers Previous experience assisting customers solving complex software problems Benefits As an employee at OneTrust, you will be part of the OneTeam. That means you’ll 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, remote or hybrid workplace flexibility, 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 onetrust.com/careers. Resources   Check out the following to learn more about OneTrust and its people:  OneTrust Careers on YouTube @LifeatOneTrust on Instagram 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 our  Privacy 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 the  Data Subject Request Form .