Associate Platform Technical Support Manager

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 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

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 OfficeBasic hardware/browser troubleshooting skills

• 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

Excited about the opportunity, but worried you don’t meet all the requirements? Apply anyway and give us both the chance to find out!

Equal Opportunity

TrustArc is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. TrustArc does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.

 If you need reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, contact us at hr@trustarc.com and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.