VikingCloud is looking for a Compliance Support Analyst to join our team. In this role, you will provide world-class service and support to our merchant customers, helping them navigate compliance requirements and our proprietary tools. You'll be a vital part of ensuring our clients have an exceptional experience.
What You'll Do
- Professionally and accurately provide support to merchant customers via inbound and outbound calls, emails, and web-chat.
- Educate callers on the importance of achieving and maintaining PCI-DSS Compliance and provide appropriate assistance for each step.
- Assist callers with login and navigation of the proprietary online portal solution, VikingCloud Air.
- Provide excellent customer support and strive to achieve first call resolution by thoroughly gathering necessary information.
- Recognize and appropriately manage assertive or complicated calls, 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.
- Achieve individual sales targets across both inbound and outbound calls with multiple clients.
- Undertake additional duties as necessary, based upon the needs of the business.
What We're Looking For
- Minimum High School Diploma or equivalent.
- 1+ years’ experience in a customer service 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, listening skills, 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.
Nice to Have
- Experience in a call center environment.
Team & Environment
You will be joining our Compliance Support Team, which is dedicated to a customer-first and empathetic approach to delivering an exceptional experience every day.
Work Mode
This is a fully remote position open to candidates located within the United States.
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.
