Support Analyst

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company. The Compliance Support Team provides world-class customer service for clients, delivering prompt and courteous responses and detailed customer support to solve customer issues on the first contact.

Requirements

• 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.

Benefits

• 401(k) or 401(k) matching
• Tuition Reimbursement
• Generous Paid Time Off
• Four Day Work Week
• Parental Leave
• Relocation Assistance
• Retirement Plan
• Visa Sponsorship
• Health Insurance