Platform Technical Support Manager

Summary

Join TrustArc, a leader in data privacy, and become a Tier 1 Technical Support Specialist for our award-winning Data Privacy Management Platforms. You will provide technical support, manage client inquiries via Salesforce and calls, and resolve customer issues promptly. This role requires strong analytical and problem-solving skills, excellent communication, and a working knowledge of virtual machine environments and various software applications. TrustArc offers a competitive compensation package, including health and dental care, paid time off, a work-from-home option, and continuing education opportunities. We value a diverse and inclusive workplace and encourage applications from all qualified individuals. We invest in our team member’s work-life balance, with paid time off, flexible working hours, and a work from home environment.

Requirements

• 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)

Responsibilities

• 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
• Answer 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
• What feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why

Preferred Qualifications

• Knowledge of tools such as JIRA, Google Suite, & Microsoft Office
• Basic hardware/browser troubleshooting skills

Benefits

• Competitive compensation
• Health and Dental Care, Wellness Benefit
• PTO Program
• Computer + Welcome Package
• Work from Home as a choice
• Continuing Education Program
• Opportunities to participate in philanthropic activities
• Opportunities to participate in health-focused activities - mindfulness, wellness, active lifestyle
• Php 20,000 employee referral program