Customer Service Specialist

Description:

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.

Responsibilities

- Support customers via phone, email, and web chat in a professional and clear manner.
- Guide users through the PCI-DSS compliance process, explaining its importance and offering step-by-step help.
- Help the users to access and navigate the online platform.
- Aim to resolve issues on the first contact by efficiently collecting the needed information.
- Spot opportunities to recommend relevant products and services when appropriate.
- Handle difficult or assertive conversations calmly and respectfully.
- Accurately document all interactions using internal systems and follow established procedures.
- Meet performance targets and adhere to service level standards.

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.

Employment Disclaimer: This position is advertised on behalf of Conectys Portugal (also known as Arcowave Portugal, Lda.), who will be the sole employer for all successful candidates. Conectys Portugal will be responsible for all employment legal obligations, employment protections, and employment remuneration and benefits. No employment relationship will exist with any other party involved in the recruitment process.

Privacy Disclaimer: As part of our recruitment and selection process, please be informed that your application data will be processed in accordance with applicable data protection laws, including the GDPR. To facilitate this process, your personal data shall be shared with Arcowave Portugal, Lda., as well as third-party service providers, who may assist with candidate assessment, recruitment administration, and background screening and vetting checks. These third parties are contractually bound to keep your information confidential and to use it solely for purposes related to the recruitment process. By submitting your application, you consent to this sharing of your data. For more information on how we handle your data, please refer to our Privacy Policy and Notice.

Requirements:

- Minimum education: High school diploma or equivalent.
- 1+ years of experience in a customer support role, preferably in a call center
- Fluency in German, C1 level.
- Fluency in English, C1 level.
- 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
- Available to work flexible shifts while displaying impeccable schedule adherence

Offer:

- Health Insurance
- Meal Card