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Our VikingCloud team provides end-to-end security and compliance solutions to businesses all around the globe, delivering cutting-edge solutions to secure networks, maintain compliance, and complete assurance testing and assessments. Over 4 million businesses rely on our cybersecurity and compliance expertise – every day. We work with the world’s leading consumer brands, acquiring banks, payment processors and facilitators – helping them proactively manage ever-changing cyber threats and business risks. Our patented Asgard Platform processes over 6 billion security events daily, providing real-time intelligence access to an organization’s cyber risk landscape. Headquartered in Dublin, Ireland, with operations in the United States, India, Poland, the United Kingdom, and South Africa, we serve clients in more than 70 countries worldwide and employ over 1,000 people globally.

This position

We are currently recruiting a passionate, motivated, and enthusiastic French-speaking PCI Support Analyst to join our team and provide Security and/or Compliance support via multiple customer engagement channels.

Business responsibilities:

• Making sure calls are handled properly in a timely manner
• Monitoring chat & e-mail workload and ensuring chats & e-mails are handled properly in a timely manner
• Responding to agents’ questions in a timely manner
• Responding to partners queries in a timely manner
• Escalating phone system issues to the manager and WFM team
• Reporting merchants/clients’ issues to the manager
• Reporting portal issues to the manager
• Listening to agents’ calls daily
• Resolving complaints daily
• Creating reports – regular and per request
• Updating monthly decks
• Overseeing quality results by location and by client
• Updating merchant data in the portal

Additional responsibilities:

• Maintaining relationships with other teams in the company
• Fixing daily issues
• Looking for areas to improve

People leader responsibilities:

• Coaching, developing, and motivating the team
• Conducting 1 to 1 meetings with direct employees on a regular basis
• Checking work time of the team in designated system and approving timecards of direct employees
• New agents onboarding after training
• Processing leave requests of direct employees
• Processing voluntary terminations of direct reports
• Other direct employee lifecycle management
• Direct employee incentive calculation according to procedures

Requirements

• Proven ability to organise and manage personal and team workload to meet targets and deadlines
• Demonstrate effective written and verbal communication skills in a variety of scenarios
• Results-oriented with the ability to think creatively and laterally
• Able to evidence establishing effective working relationships at different levels
• Able to demonstrate the ability to effectively use Microsoft Office
• Able to analyse data, problem solve and make decisions confidently
• Demonstrates a high level of effective task completion
• Demonstrates the ability to work as part of a management team
• Demonstrates ability to manage regular change
• Excellent time management and ability to manage projects through to completion
• Effective organisation and prioritisation skills
• Ability to be self-motivated
• Confident in coaching techniques, can support and mentor others in this area
• Ability to adapt to change
• Must have been a PCI team employee for a full 9 months or more

VikingCloud is an equal opportunities employer.

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