Contact Centre Agent - Inbound

VikingCloud; Dublin; Hybrid; EUR 27,000 - 38,000; Full time

Benefits offered by this job

Career progression opportunities

Death in Service

Disability cover

Employee wellness programmes

Free on-site parking

Hybrid working

Pension

Gamification bonus

Permanent contract after probation

Recreation facilities

Regular staff social events

Job summary

VikingCloud is hiring for Contact Centre Agent roles in Dublin. Roles offer career progression within a dynamic, growth-focused, international company with hybrid office-based work in Dublin.

Responsibilities include handling security/compliance inquiries across voice, chat, email, and SMS; maintaining customer profiles and security assessments; and identifying upsell opportunities while delivering excellent customer experiences.

Qualifications

• 1 year’s experience in a fast-paced customer service environment.
• Leaving Cert or equivalent desirable.
• Must be available for full-time work; 37.5 hours per week, 8‑hour shift between 8 am and 10 pm.
• Active listener who communicates purposefully and confidently.
• Team player with a positive outlook, who enjoys working in a customer service environment.
• Strong attention to detail and the ability to multi-task.
• A passion for tech and software products.
• Strong decision-making and problem-solving skills.
• Ability to work flexible shifts, adhering to agreed schedules.
• Proficient in Microsoft Office Suite – Word, Excel, Outlook.
• Excellence in the English language – written and spoken.
• Customer service experience in a similar role would be a distinct advantage.

Responsibilities

• Provide excellent security and/or compliance support via multiple customer engagement channels, including voice, web-chat, email and SMS.
• Deliver excellent customer experiences at every customer touchpoint whilst being aware of your average handling time to optimize experience and productivity.
• Receive regular feedback, coaching and support to ensure success.
• Educate customers on the relevance and importance of industry security and compliance standards.
• Utilize Sysnet technology – you’ll assist and/or manage customer profiles to determine their security and compliance requirements and complete/maintain the subsequent security assessments to determine security and compliance status.
• Identify opportunities to promote and upsell additional security and compliance products when supporting customers based on their customer profile.
• Undertake additional tasks as necessary based upon business needs.

Skills

Active listening

Team player

Attention to detail

English proficiency

Problem-solving

Education

Leaving Cert or equivalent

Tools

Microsoft Office Suite

Job description

Location: Dublin. Hybrid working in office every Tuesday, Wednesday and Thursday.

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform®, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one‑stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted.

This Position

We have vacancies as a Contact Centre Agent. These positions offer the right candidates the opportunity for career progression within a dynamic international growth focused company.

Responsibilities

• Provide excellent security and/or compliance support via multiple customer engagement channels, including voice, web‑chat, email and SMS.
• Deliver excellent customer experiences at every customer touchpoint whilst being aware of your average handling time to optimize experience and productivity.
• Receive regular feedback, coaching and support to ensure success.
• Educate customers on the relevance and importance of industry security and compliance standards.
• Utilize Sysnet technology – you’ll assist and/or manage customer profiles to determine their security and compliance requirements and complete/maintain the subsequent security assessments to determine security and compliance status.
• Identify opportunities to promote and upsell additional security and compliance products when supporting customers based on their customer profile.
• Undertake additional tasks as necessary based upon business needs.

Qualifications

• 1 year’s experience in a fast‑paced customer service environment (preferably call centre environment).
• Leaving Cert or equivalent desirable.
• Must be available for full‑time work; 37.5 hours per week, 8‑hour shift between 8 am and 10 pm.
• Active listener who communicates purposefully and confidently.
• Team player with a positive outlook, who enjoys working in a customer service environment.
• Strong attention to detail and the ability to multi‑task.
• A passion for tech and software products.
• Strong decision‑making and problem‑solving skills.
• Ability to work flexible shifts, adhering to agreed schedules.
• Proficient in Microsoft Office Suite – Word, Excel, Outlook.
• Excellence in the English language – written and spoken.
• Customer service experience in a similar role would be a distinct advantage.

Benefits

• Career progression opportunities.
• Death in Service.
• Disability cover.
• Employee wellness programmes.
• Free, on‑site parking.
• Hybrid working.
• Pension.
• Performance recognition through gamification bonus.
• Permanent contract following successful probation.
• Recreation facilities.
• Regular staff social events.
• Park West is located on the New Nangor Road, easily accessible from the M50 (exit 9) and national motorways. It has excellent bus and Luas links, and thanks to our on‑site train station commuters can be in the city centre in just 20 minutes. Further detail can be found at http://www.parkwest.ie/getting-here/.

VikingCloud is an equal opportunities employer.