Customer Care Representative I at OneTrust (Greater Denver Area, CO)

| Greater Denver Area
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Convercent is growing, and so is our need to expand support of our global enterprise customer base. The Customer Support Specialist plays an integral role in the Convercent customer experience. Bring your curiosity, your readiness to be challenged, and your desire to do work that really makes the world a better place and help us build a world-class, seamless experience for our global customers.

In this role, based in our Denver office, you’ll use your product understanding to provide our first line of response to customer issues and questions about using the Convercent solution. You will use your communication skills to listen, explore, and get to the root of customer questions and help us create a culture of responsiveness and care that sets Convercent apart from our competition. We don’t just want to make our customers happy; we want to make sure they realize the value they expect from our solution. Where we can’t answer their questions on first call, we partner closely within support to ensure a smooth escalation handoff that sets our teams up to deliver resolutions to our customers and builds confidence within our customer base that we are here for them.  This position reports to the Manager of Customer Support within our Customer Care team.

Key Responsibilities:

  • Deliver a first-class, genuine and personalized customer support experience to our customers via phone and Convercent support ticketing system
  • Serve as a technical subject matter expert on Convercent and MySafe platforms; partnering with customers and internal resources to address/escalate issues
  • For issues that cannot be resolved at tier 1, create escalation packages that ensure a smooth handoff and minimizes friction in a timely resolution process
  • Be an effective translator – our customers are not technical or experienced software administrators or users. This role requires culture awareness and the ability to step across time zones to partner with our customers and each other to ensure a seamless, global experience
  • Partner with Customer Care to develop knowledge base articles and other content that helps customers self-serve and not be dependent on contacting a support resource
  • Develop a deep understanding of the application configuration and how the product behaves under different scenarios
  • Partner well across departments, thinking creatively, and problem-solving

Desired Skills/ Experience:

  • 5+ years of help desk support and customer-facing experience with an enthusiasm for technology and demonstrated high technical aptitude (Email/Tickets & Phone Support)
  • Prior experience troubleshooting and escalating in a SaaS environment preferred
  • Experience with help desk ticketing systems (Salesforce) a plus
  • Operate with a sense of urgency and strong attention to detail
  • Passionate about customer service with empathy to understand customer needs
  • Excellent communication, interpersonal, verbal and eloquent writing skills
  • A passion for learning and a willingness for taking on new challenges
  • Ability to multitask and a desire to work in a fast-paced environment
  • Experience in creating customer-facing support resources and documentation

Compensation and Benefits:

The salary range provided here is just that—a range! The offer that is ultimately extended is based on level of experience, skillset, certifications and education. 

  • Compensation: $50,000 - $65,000 base salary
  • This position includes unlimited time off, comprehensive benefits package (including medical, dental, vision), monthly tech stipend, and company-paid sabbatical at five years of service.

About Convercent:

Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard—and expectations—for how companies safeguard their financial and reputational health.  

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Why are we asking you for this information? We are committed to be a more diverse, inclusive, and equitable workplace. If you choose to fill out these demographic questions, your response will help us identify how we can improve our hiring process to support a more diverse workplace.

Completion of these questions is entirely voluntary. Your responses, or choice not to respond, will not be associated with your application for this role, will not be used in making any hiring decisions, and will be recorded and maintained in a confidential file.

Hiring from a wide variety of backgrounds is important to us, because our customers and their employees come from a wide variety of backgrounds. Individuals seeking employment at Convercent are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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RiNo/Cole @Industry Rino Station

An Insider's view of OneTrust

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!


Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.


Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.


Director, Learning & Development

What are OneTrust Perks + Benefits

OneTrust Benefits Overview

Our OneTeam Total Rewards philosophy spans mental, physical, and emotional well-being. We know the barriers between work and home are more blurred than ever, so we’ve built our program to give our current and future employees a complete package to support them both in and out of the office. We pay close attention to engagement survey responses and employee feedback and are continuously improving our benefits and wellness offerings quarter over quarter.

Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
100% company paid employee premiums
Vision Benefits
100% company paid employee premiums
Health Insurance Benefits
100% company paid employee premiums
Life Insurance
Wellness Programs
Free ClassPass subscriptions
Mental Health Benefits
EAP Support Groups
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
We support team building during Quarterly Business Planning and our annual HeartBeat event.
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks
Paid industry certifications

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