Location
Madrid | Spain
Job description
The Challenge
OneTrust’s Support Analysts are:
- The frontline ofour 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 toOneTrust'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 andquick 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
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Job tags
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