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Support Analyst L1

OneTrust

OneTrust

IT, Customer Service
Madrid, Spain
Posted on Thursday, August 17, 2023

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.

Strength in Trust

Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and a real-world approach to ethics, compliance, privacy, security, and third-party risk, we’ve created a no-nonsense platform to help supercharge the global push for trust.

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 1st 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

Extra Awesome

  • Exposure to technical integrations / use of REST APIs
  • Additional language skills beyond English
  • How-To documentation, video editing or technical writing experience
  • Experience with SalesForce or customer support ticketing tools

Our Team

The OneTrust support team is a global organisation, with engineers in Australia, India, Germany, the UK, the US and Canada. Supporting OneTrust’s full range of products, working with us offers a broad range of opportunities for developing new skills, learning exciting new technologies, and acquiring industry certifications while working with a close-knit, collaborative team.

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 industry — Trust. 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 federal, state or local laws.

Resources

Check out the following to learn more about OneTrust and its people: