Strength in Trust 

OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.

The Challenge

OneTrust’s Support Analysts 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

Where we Work

OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.  

The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins toFinish Stronger.  

We are committed to a flexible approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”.

• Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.  
• Location-flex: Similar to other companies’ remote policies, for OneTrust “Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role.

Each role may have specific requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

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, 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.

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 local laws.