Professionally and accurately provide support to our merchant customers via inbound and outbound calls, emails, and/or, web-chat communication methods. Educate callers of the importance of achieving and maintaining PCI-DSS Compliance and provide the appropriate level of assistance for each step of the process. Identify opportunities to promote Sysnet products and services and action appropriately. Assist callers with lo0gin and navigation of our proprietary online portal solution; Sysnet. Air. Provide excellent customer support and strive to achieve first call resolution by thoroughly and efficiently gathering the necessary information to fulfil the purpose of the call. Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner; escalating only when necessary. * Thoroughly and accurately log each call using the appropriate systems and guidelines. Properly manage call metrics with respect to stated goals and Service Level Agreements. Undertake additional duties as necessary, based upon the needs of the business. Qualifications Minimum Graduate or equivalent 1 years experience in a customer service environment (preferably call center environment) Excellent command of written and spoken English Ability to work flexible shifts while displaying impeccable schedule adherence A team player with a positive outlook and a passion for0 customer support Excellent communication and listening skills Excellent telephone manner and related soft skills Strong attention to detail and ability to multi-task Proficient with computer and email use and functionality Strong decision-making and problem-solving skills 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.

Description Network Engineer - Level 2 (Firewall Support) Location: India, Vadodara, Gujarat (work from office) Shift Hours: 7.30 pm to 4.30 am IST Full-time or Contract: Fulltime This Position Network Engineer with 3 to 5 years of experience that has strong firewall, IP Networking and VPN skills. Candidates will be part of the VIKING CLOUD Engineering team completing customer implementations and providing ongoing customer support. They will need experience with Meraki and Fortinet firewalls (required) and other major firewalls including Checkpoint, Juniper, Cisco (preferred), and good customer relationship skills. Responsibilities Firewall Implementation and Support Installing VIKING CLOUD Managed Network Solutions including Fortinet firewalls. Making changes to VIKING CLOUD firewalls in support of customer s needs. Solving technical customer issues in the area of firewalls, filtering, IP Networking, Routing, VPNs and application connectivity. Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management. Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics. Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure. Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures. Deliver better than agreed customer SLAs. Firewall and VPN Management Perform incident, problem and change management process for firewalls according to ITIL standards. Improve customer satisfaction metric, through stable transparent service. Continuous Improvement: Assist in training and development of internal resources Create relevant documentation for new issues Assist in the development, approval and maintenance of knowledge base articles Qualifications 3-5 years experience in Information Technology with specific knowledge in IT firewall, IP Networking and VPN. Hands-on experience with Meraki and Fortinet firewalls. Knowledge and experience with network protocols and concepts including: SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs. Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark) Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions. Ability to effectively collaborate in a dynamic team environment. Strong written and verbal communication skills necessary for clear client communication, definition of scope, project deliverables, appropriate system documentation and client communication. Documentation (Excel & Visio) Must have professional demeanor and ability to prioritize and work in a fast-paced environment. Bachelor s Degree in related field 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.