Job Description

Job Description

Support Analyst, Support Analyst, Bilingual French & English

About VikingCloud

VikingCloud provides end-to-end security and compliance solutions to businesses throughout the world, offering the latest in cloud-based solutions to secure networks and maintain compliance. Almost 5 million businesses use its award-winning platform, and the company maintains partnerships with many of the world’s leading acquirers and payment service providers. VikingCloud also works with the world’s largest brands helping them proactively mitigate evolving cyber threats and business risk. VikingCloud’s Asgard Platform™ processes billions of security events daily, providing real-time intelligence access to an organization’s cyber risk landscape. Headquartered in Dublin, Ireland, with operations in the United States, Australia, India, Philippines, Poland, Sweden, South Africa, and the United Kingdom, VikingCloud has clients in more than 100 countries and employs more than 1,000.

This position

The Compliance Support Team provides world class customer service for all of their clients. To adhere to this commitment, we deliver prompt and courteous responses along with detailed customer support that is easily digestible to solve customer issues on the first contact. The Compliance Support Team’s in-depth PCI knowledge blended with customer-first and empathetic approach, ensures customer expectations are exceeded on every interaction.

About PCI Compliance Processing: Whether you have a large corporation that spans the globe or a small company that serves your local community, maintaining compliance with the Payment Card Industry Data Security Standard (PCI DSS) is a must for all merchants who accept credit cards.

Cyber criminals are targeting payment card information because it's a high value target, so the PCI DSS was put in place to help reduce risk to your business and protect the customers you serve. Just as you lock the doors of your business each night to protect your physical assets, you need to lock the doors to your company's network to protect your digital assets.

Responsibilities

• Professionally and accurately provide support to our merchant customers via inbound and outbound calls, emails, and/or, web-chat communication methods.
• Educate callers of the importance of achieving and maintaining PCI-DSS Compliance and provide the appropriate level of assistance for each step of the process.
• Assist callers with login and navigation of our proprietary online portal solution; Sysnet. Air.
• Provide excellent customer support and strive to achieve first call resolution by thoroughly and efficiently gathering the necessary information to fulfil the purpose of the call.
• Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner; escalating only when necessary
• Thoroughly and accurately log each call using the appropriate systems and guidelines.
• Identify opportunities to promote VikingCloud products and services and action appropriately.
• Properly manage call metrics with respect to stated goals and Service Level Agreements.
• Undertake additional duties as necessary, based upon the needs of the business.

Qualifications

• Minimum High School Diploma or equivalent
• 1 years’ experience in a customer service environment (preferably call center environment
• Excellent command of written and spoken English
• Ability to work flexible shifts while displaying impeccable schedule adherence
• A team player with a positive outlook and a passion for customer support
• Excellent communication and listening skills
• Excellent telephone manner and related soft skills
• Strong attention to detail and ability to multi-task
• Proficient with computer and email use and functionality
• Strong decision-making and problem-solving skills
• This is a Full Time position, 40 hours a week over time available

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state or local protected class.