Associate Platform Technical Support Manager

February 20

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TrustArc

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TrustArc is a leading provider of privacy compliance solutions, helping companies navigate, automate, and certify their compliance with data protection regulations such as GDPR, CCPA, and others. TrustArc offers a comprehensive suite of products including Privacy Studio, Governance Suite, Assurance Services, and various certifications. These solutions are designed to automate consent management, enhance customer trust, streamline privacy workflows, and ensure robust data governance. The company is trusted by over 1500 companies worldwide, providing tools to manage AI governance, consumer preference management, data mapping, and vendor risk management.

privacy • Ads Compliance • security • data privacy • privacy risk

201 - 500 employees

📋 Compliance

☁️ SaaS

📋 Description

• 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. • 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 include 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. • 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 productsConduct 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

🎯 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) • Knowledge of tools such as JIRA, Google Suite, & Microsoft OfficeBasic 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