Note: The job is a remote job and is open to candidates in USA. VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering a single, integrated solution for risk mitigation. The PCI Compliance Specialist will provide world-class customer support for clients navigating the PCI-DSS compliance process, ensuring timely and accurate resolutions to inquiries.
Responsibilities
- Provide customer support across an omni-channel environment, including inbound phone calls, live chats, email, and back-office tickets, ensuring timely and accurate resolution
- Guide users through the PCI-DSS compliance process, delivering clear, step-by-step instructions to maintain regulatory and security standards
- Assist customers in accessing, navigating, and troubleshooting the online platform, ensuring issues are addressed with minimal disruption to operations
- Demonstrate strong analytical and problem-solving skills by leveraging available knowledge bases, tools, and resources to independently resolve complex issues
- Prioritize first-contact resolution by efficiently collecting, verifying, and applying the necessary information to address inquiries
- Proactively identify and communicate opportunities to streamline processes, recommend improvements, or escalate trends that impact efficiency or compliance
- Manage workload effectively and work independently without direct supervision, maintaining accountability for productivity and accuracy
- Handle escalations and difficult conversations with professionalism, focusing on resolution and adherence to company policies
- Ensure all customer interactions are documented thoroughly and accurately in internal systems, following established protocols and compliance requirements
- Consistently achieve or exceed performance metrics, service level standards, and quality expectations across all support channels
Skills
- Minimum education: High school diploma or equivalent
- 1+ years of experience in a call center customer support role
- Proficiency in Microsoft Office Suite – Microsoft Word, Excel, Outlook
- Collaborative, upbeat, and customer-focused
- Clear communicator with active listening skills
- Professional phone presence and soft skills
- Detail-oriented and able to handle multiple tasks
- Solid decision-making and problem-solving abilities
Benefits
- Medical
- Dental
- Vision
- Other benefits
Company Overview
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