Associate Platform Technical Support Manager - Remote

Overview

The Associate Platform Technical Support Manager is responsible for managing and providing Tier 1 technical support for TrustArc’s Data Privacy Management Platforms, ensuring customer satisfaction through effective issue resolution.

In Short

• Manage Tier 1 technical support for TrustArc’s platforms.
• Answer inbound client inquiries via Salesforce.
• Quickly resolve customer issues with professionalism.
• Conduct data entry, documentation, and case management.
• Collaborate with team members in a supportive environment.
• Transfer/escalate issues to appropriate departments as needed.
• Achieve and maintain required metrics and goals.
• Troubleshoot reported bugs with customers and engineers.
• Stay updated on client and industry processes and technologies.
• Contribute to product development and documentation.

Requirements

• BA/BS preferred with 2+ years of related experience.
• Ability to analyze complex environments and communicate plans.
• Logical and analytical problem-solving skills.
• Strong written communication skills.
• Effective communication with customers and management.
• Knowledge of virtual machine environments (VMWare, VirtualBox).
• Familiarity with Windows and Mac environments.
• Working knowledge of analytical software (e.g., Systracer, Fiddler).
• Basic hardware/browser troubleshooting skills.
• Familiarity with HTML, FTP, and web technologies.

Benefits

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