About Us
As the leader in data privacy, TrustArc automates and simplifies the creation of end-to-end privacy management programs for global organizations. TrustArc is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, TrustArc helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit
www.trustarc.com.
We invest in our team member’s work-life balance, with paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have virtual team events such as trivia games, celebrating “international pet day”, lunch’n’learns, exercise classes, Women at TrustArc ERG, and many more.
All of our above initiatives and employee support is in line with our seven core values: Customer Obsessed, Fearless, Accountable, Collaborative, Agile, Transparent and Effective. We like to encourage our employees to end each day with the question: “Which value(s) did I demonstrate today?” And we acknowledge exceptional work through our semi-annual awards, which includes a paid vacation!
Job Overview
This position is primarily responsible for managing and providing Tier 1 technical support for TrustArc’s award-winning Data Privacy Management Platforms. Answers all inbound client inquiries via Salesforce Ticket and/or call and quickly resolves issues for our customers.
What You Will Do
With the guidance and monitoring of tenured PTSMs:
● The role will provide Tier 1 technical support for TrustArc’s award-winning Data Privacy
Management Platform.
● Utilize various client-based tools and applications for customer management and
servicing
● Answers all inbound client inquiries with courtesy and professionalism ·
● Quickly resolve issues for our customers, leaving them satisfied
● Remain updated in client and industry-led processes, technology applications, utilities,
and products
● Conduct data entry, documentation, and case management.
● Actively contribute to the development and documentation of the product and
enforcement of processes and policies.
● Work and partner with others within a team-based environment.
● Transfer/escalate customers to appropriate departments when required
● Achieve, maintain, or exceed required metrics and goals
● Troubleshooting reported bugs, partnering with the Customers and Engineers to
reproduce and assist with diagnosing the issue.
● Explore feature requests that are unclear until the point you have reached a full
understanding of what the customer is asking for and why
What You Will Bring
● Ability to analyze complex environments, define/monitor & effectively communicate
actionable plans that drive forward progress
● Approach problem-solving in a logical, analytical manner & must pay strict attention to
details; have a strong desire to continually learn new technical, online & mobile privacy
knowledge
● Demonstrate mastery through written communications internally & externally
● Able to communicate and deal effectively with customers, engineers, and management
at all levels
● Demonstrated working knowledge of virtual machine environments (VMWare,
VirtualBox, Parallels Desktop
● Working knowledge of Windows and Mac environments, working knowledge of TDP
analytical & other software such as Systracer, Fiddler, Snagit, Wireshark, Charles Proxy,
working knowledge of MS Office applications and Internet technologies (HTML, FTP,
cookies, web beacons, etc.)
● BA/BS preferred and 2+ years related work experience (or equivalent)
Preferred Technical Skills:
● Knowledge of tools such as JIRA, Google Suite, & Microsoft Office
● Basic hardware/browser troubleshooting skills