Associate Platform Technical Support Manager

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. 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 and 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 products as well as conduct 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, transferring/escalating 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. Explore feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why.