Support Analyst
Incidents & Escalations
Confirmed live in the last 24 hours
Atlanta, GA, USA
Experience Level
Desired Skills
  • Independent operator, with a structured approach to prioritising and managing workload
  • Comfortable communicating with senior stakeholders, both internal and external
  • Empathetic to customer concerns and able to remain calm under pressure
  • Able to quickly form and lead an ad hoc team to resolve a customer's issue
  • A methodical troubleshooter
  • Able to quickly grasp detailed technical information and translate into business-facing updates
  • Comfortable working non-standard hours or being on call as determined by the situation
  • 2+ years' experience in an incident management role
  • Proven success in and genuine enthusiasm for working directly with customers
  • Practical experience in troubleshooting software and web services
  • Excellent verbal and written communication skills, including the ability to chair meetings and write concise status updates
  • Experience working with Salesforce Services module
  • Language skills (French, German, Italian, Spanish, Portuguese)
  • Independently drive escalations from initiation through to resolution while collaborating with both internal and external stakeholders
  • Work with internal support / technical / operational teams to unblock troubleshooting and prioritise resourcing & effort
  • Manage regular communications (e.g. status updates regarding troubleshooting and resolution timelines, establish and chair incident bridges) to both customers and internal stakeholders / management
  • Analyse escalation trends and produce strategic recommendations to proactively address systemic issues
  • Contribute to continual improvement of OneTrust's escalation processes
  • Be an advocate for OneTrust's escalation processes internally, driving awareness amongst colleagues

1,001-5,000 employees

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Company Overview
OneTrust was founded with a mission to help companies be more trusted.