Support Analyst

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August 9

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VikingCloud

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Cybersecurity • Compliance • Fintech

VikingCloud is a leading cybersecurity and compliance company that focuses on predictive-to-prevent solutions. It provides businesses with a comprehensive, integrated platform for managing cybersecurity risks and compliance requirements. VikingCloud offers a wide range of services, including managed security services, threat detection and response, vulnerability scanning, penetration testing, endpoint security, network security, and digital certificates. Additionally, it specializes in PCI compliance and risk management, ensuring that organizations can safeguard sensitive data and maintain business continuity. VikingCloud is trusted by over 4 million businesses across 70 countries, employing advanced technologies and expert insights to stop cyber threats and improve risk mitigation strategies.

1001 - 5000 employees

🔒 Cybersecurity

📋 Compliance

💳 Fintech

📋 Description

• 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; VikingCloud 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. • Achieve individual sales targets across both inbound and outbound calls with multiple clients.

🎯 Requirements

• 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