Senior Support Analyst - Consent & Preference

Senior Support Analyst – Consent & Preference

Bachelor’s degree or master’s in computer science, engineering, business or other related field
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

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 organization, 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 meeting agreed performance levels

No preferred qualifications provided.