Support Analyst Location: Remote Illinois, Georgia or Arizona This role is offering $16.00-$18.00 per hour depending on location and experience, plus bonus. VikingCloud offers benefits, medical, dental and vision and other benefits. About VikingCloud VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective 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 one-stop 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 1,000 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. This role is offering $16.00-$18.00 per hour depending on location and experience, plus bonus. VikingCloud offers benefits, medical, dental and vision and other benefits. This Position The Compliance Support Team provides world class customer service for all of their clients. To adhere to this commitment, we deliver prompt and courteous responses along with detailed customer support that is easily digestible to solve customer issues on the first contact. The Compliance Support Team’s in-depth PCI knowledge blended with customer-first and empathetic approach; ensures customer expectations are exceeded on every interaction. About PCI Compliance Processing: Whether you have a large corporation that spans the globe or a small company that serves your local community, maintaining compliance with the Payment Card Industry Data Security Standard (PCI DSS) is a must for all merchants who accept credit cards. Cyber criminals are targeting payment card information because it's a high value target, so the PCI DSS was put in place to help reduce risk to your business and protect the customers you serve. Just as you lock the doors of your business each night to protect your physical assets, you need to lock the doors to your company's network to protect your digital assets.

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.

Qualifications

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 tasksSolid decision-making and problem-solving abilities 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.