Responsibilities
- Manage and provide Tier 1 technical support for TrustArc
- Answer all inbound client inquiries via Zendesk with courtesy and professionalism and quickly resolve issues for our customers
- Understand customer needs and translate this need into strategic solutions and recommendations
- Provide technical assistance and troubleshooting to clients during implementation and deployment of the TrustArc technology products
- Identify opportunities to help expand customer adoption of TrustArc products
- Maintain organized documentation of projects and tasks with established projected completion dates and monitor the timeline of requested tasks and manage client expectations
- Utilize various client-based tools and applications for customer management and servicing
- 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
- Explore feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why
Requirements
- Bachelor's degree and 1-2 years of experience in software technical support account management, or a technical customer-facing role
- Understanding of technological platforms and web infrastructure
- Understanding of technical documentation including product specs and API integrations
- Intermediate knowledge in Microsoft Excel
- Intermediate knowledge of HTML/CSS/JavaScript and debuggers e.g. Firebug
- Excellent customer relationship skills (client-facing, ability to assess client needs and interact with all levels of management, including and up to executive level)
- Ability to work effectively cross-functionally with Product, Engineering, and Sales
- Ability to work effectively in a fast-paced environment and take the initiative to learn products quickly
- Strong communication skills; demonstrated successes in client communication (written and verbal) from prior work experiences
- Strong project-management skills
Nice to Have
- A customer-facing background, experience with supporting enterprise-level clients, as well as an appreciation for and desire to learn more about privacy to help expand customer adoption of TrustArc products
Benefits
- Competitive compensation
- Health, Vision, and Dental Care
- 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
Work Arrangement
Hybrid
Additional Information
- Equal Opportunity Employer
- Paid vacation through IMPACT Awards
