Support Analyst

Viking Cloud, Inc; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading cybersecurity company is looking for a Support Analyst to deliver exceptional customer service for clients. The role involves assisting customers with PCI Compliance, providing support through various communication channels, and striving for first call resolution. Ideal candidates should possess strong communication skills and previous customer service experience.

Qualifications

• At least 1 year of experience in a customer service environment.
• Excellent command of written and spoken English.
• Proficient in using computers and email.

Responsibilities

• Provide support to merchant customers via calls, emails, and web-chat.
• Educate clients on achieving PCI-DSS Compliance.
• Log calls using the appropriate systems and guidelines.

Skills

Customer Service

Communication

Problem-solving

Attention to Detail

Education

High School Diploma or equivalent

Job description

Support Analyst

Location: Remote US

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

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; 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.

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.