Support Analyst
hace 7 días
Strength in Trust OneTrust's mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses. The Challenge OneTrust is looking for a Support Analyst to join our team in Madrid. In this role, you'll be first point of contact for all incoming support cases, managing a single queue and ensuring timely triage. This role is ideal for someone with a customer support background who is interested in learning more about the world of data privacy. We're looking for someone curious, confident, and collaborative, with strong communication skills, solid technical know-how, and a genuine passion for helping others succeed. Your Mission Act as the first point of contact for all incoming support cases, managing a single queue and ensuring timely triage. Review and route tickets to the appropriate teams based on issue type Maintain accurate case categorization and ensure smooth handoff to technical specialists or product teams. Monitor queue health and proactively identify bottlenecks or misrouted cases to improve efficiency. Collaborate with internal teams to refine routing processes and enhance overall customer experience. You Are You're a problem-solver and relationship-builder who thrives on helping customers succeed. You're proactive, resourceful, and enjoy diving into challenges with creativity and care. Your experience includes: A degree, higher education qualification, or years' experience in a similar role Familiarity with and understanding of SaaS, cloud vs. on-premise environments, and APIs A fast learner mindset and the ability to quickly master new technologies Strong analytical and problem-solving skills with a focus on practical outcomes A passion for continuous improvement and an eye for smarter ways of working Excellent written and verbal communication skills, with the ability to make complex information clear and approachable across channels (phone, video, and email) A flexible, can-do attitude and openness to working alternative shifts (e.g. late shifts, weekends) when needed to support customers and new releases Extra Awesome Experience in the privacy and/or Governance, Risk & Compliance Additional language skills (French, German, Spanish, Portuguese) Where we Work We are embracing an office first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person. Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this 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 RSUs, annual performance bonus opportunities, retirement
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