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.
Description Functional Training Specialist Job Location: Vadodara, Gujarat Shift Time: US shift hours 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 Conduct onboarding training. Monitor and report on agents progress and performance throughout training. Collect and review feedback from surveys to improve future training. Deliver training sessions through various methods (in-person, online, blended learning) Provide one-on-one coaching to agents as needed. Design and develop training content by using presentation tools. Use and manage our learning management system. Facilitate upskilling or refresher sessions on various topics. Flexibility to learn and train out different partners specifics. When needed, retrieve calls from our call recording system and evaluate them using our call quality platform. Generate tickets to provide agents with access to systems. Use excel to track tasks and receive ongoing updates on task progress. Contribute to ad hoc projects as necessary. Qualifications Excellent organizational skills and ability to multi task. Excellent attention to details and continuous improvement mindset Excellent interpersonal and communication skills (be confident in both spoken and written communication) Flexibility be able to adapt to varying and changing demands IT proficiency experience in working with MS Office Applications (e.g. Outlook, Excel, Word and PowerPoint). Initiative & Team Player Energetic self-starter with a positive attitude and excel in customer service skills Ability to /Experience in linking training to quality 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.
Responsibilities \ Conduct onboarding training. Monitor and report on agents progress and performance throughout training. Collect and review feedback from surveys to improve future training. Deliver training sessions through various methods (in-person, online, blended learning) Provide one-on-one coaching to agents as needed. Design and develop training content by using presentation tools. Use and manage our learning management system. Facilitate upskilling or refresher sessions on various topics. Flexibility to learn and train out different partners specifics. When needed, retrieve calls from our call recording system and evaluate them using our call quality platform. Generate tickets to provide agents with access to systems. Use excel to track tasks and receive ongoing updates on task progress. Contribute to ad hoc projects as necessary. Qualifications \ Excellent organizational skills and ability to multi task. Excellent attention to details and continuous improvement mindset Excellent interpersonal and communication skills (be confident in both spoken and written communication) Flexibility \u2013 be able to adapt to varying and changing demands IT proficiency \u2013 experience in working with MS Office Applications (e.g. Outlook, Excel, Word and PowerPoint). Initiative & Team Player \u2013 Energetic self-starter with a positive attitude and excel in customer service skills Ability to /Experience in linking training to quality \ 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. ", "
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