Contact Centre Agent

5 days ago

Dublin, Dublin City, Ireland TN Ireland Full time

About VikingCloud

VikingCloud provides end-to-end security and compliance solutions to businesses throughout the world, offering the latest in cloud-based solutions to secure networks and maintain compliance. Almost 5 million businesses use its award-winning platform, and the company maintains partnerships with many of the world's leading acquirers and payment service providers. VikingCloud also works with the world's largest brands helping them proactively mitigate evolving cyber threats and business risk. VikingCloud's Asgard Platform processes billions of 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, Australia, India, Philippines, Poland, Sweden, South Africa and the United Kingdom, VikingCloud has clients in more than 100 countries and a global team of more than 1,000 employees.

This position

We have vacancies for Contact Centre Agent. These positions offer the right candidates the opportunity for career progression within a dynamic international growth-focused company.

Responsibilities

  • Provide excellent Security and/or Compliance support via multiple customer engagement channels, including voice, web-chat, email, and SMS.
  • Provide excellent customer experiences at every customer touchpoint whilst being aware of your average handling time to optimize experience and productivity. You'll be assessed using our industry-leading quality program and receive regular feedback, coaching and support to ensure success.
  • Educate customers on the relevance and importance of industry security and compliance standards.
  • Utilizing Sysnet technology – assist and/or manage customer profiles to determine their Security and Compliance requirements and complete/maintain the subsequent security assessments to determine security and compliance status.
  • Identify opportunities to promote and upsell additional security and compliance products when supporting customers based on their customer profile.
  • Undertake additional tasks as necessary based upon business needs.

Skills and Experience

  • Active listener who communicates purposefully and confidently.
  • Team player with a positive outlook, who enjoys working in customer service environments.
  • Strong attention to detail and the ability to multi-task.
  • A passion for tech and software products.
  • Strong decision-making and problem-solving skills.
  • Ability to work flexible shifts, adhering to agreed schedules.
  • Proficient in Microsoft Office Suite – Microsoft Word, Excel, Outlook.
  • Excellence in the English Language – written and spoken.
  • Customer service experience in a similar role would be a distinct advantage.

Experience

  • 1 year's experience in a fast-paced customer service environment (preferably call centre environment).

Working Hours

  • Full-time working; 37.5 hours per week, 8-hour shift between 8 am - 10 pm.

Benefits

  • Career progression opportunities.
  • Death in Service.
  • Disability Cover.
  • Employee wellness programmes.
  • Free, on-site parking.
  • Pension.
  • Performance recognition through gamification bonus.
  • Permanent contract following successful probation.
  • Recreation facilities.
  • Regular staff social events.

Park West is located on the New Nangor Road, easily accessible from the M50 (exit 9) and national motorways. It has excellent bus and Luas links, and thanks to our on-site train station, commuters can be in the city centre in just 20 minutes.

You must have an appropriate working area and a good internet connection.

VikingCloud is an equal opportunities employer.

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