Job Title: Lead Consultant: Big ID Functional + OneTrust System

Location: Oakland, CA 94601

Duration: 12+ Months

Job Description

As a Functional and System Support Specialist at BigID and OneTrust, talent will play a crucial role in ensuring customer satisfaction by providing expert technical support and guidance.

Talent to work closely with customers to troubleshoot and resolve issues, optimize their use of BigID and One Trust products and ensure they achieve their business objectives.

Key Responsibilities:

Customer Support:

Provide timely and effective support to customers via ticketing system.

Diagnose and resolve technical issues related to BigID and One Trust products.

Escalate complex issues to the higher-level support or engineering team when necessary.

Technical Guidance:

Offer best practices and technical advice to help customers maximize the value of BigID solutions

Assist customers with configuration, integration, and deployment of BigID products.

Issue Resolution:

Collaborate with the engineering team to resolve complex technical problems.

Track and document all customer interactions and solutions in the support ticketing system

Troubleshoot user requests in L1 and L2 and provide resolution as per SLA.

Documentation :

Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles.

Update documentation based on new product features and customer feedback.

Training :

Conduct training sessions and webinars for customers to enhance their understanding and use of BigID products.

Develop training materials and user guides.

Customer Relationship Management:

Build and maintain strong relationships with customers to ensure their long-term success.

Gather customer feedback and relay it to the product development team for continuous improvement.

Value Add Services:

Suggest Practices to help improve maturity on Data Privacy Program with respect to reduction of tickets, improve DSR process Flow, Improve Compliance stand, improve current Integration , troubleshooting, help in Automation of regular tasks