XTN-E3AC691

VikingCloud is the leading PredicttoPrevent cybersecurity and compliance company offering businesses a single integrated solution to make informed predictive and costeffective 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 onestop 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 1000 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.

The main responsibilities of a Customer Support Associate include:

• Professionally and accurately provide support to our merchant customers via inbound and outbound calls emails and/or webchat communication methods.
• Educate callers of the importance of achieving and maintaining PCIDSS Compliance and provide the appropriate level of assistance for each step of the process.
• Identify opportunities to promote Sysnet products and services and action appropriately.
• 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.
• 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.