This role is an opportunity to combine customer support expertise with cybersecurity and payment-card compliance knowledge in a fully remote environment. You’ll help customers navigate PCI DSS requirements and resolve platform or compliance-related issues efficiently. As a key point of contact, you’ll support users across phone, chat, email, and ticketing channels. The role emphasizes first-contact resolution, clear communication, and a strong customer-first mindset. You’ll also identify recurring issues, recommend process improvements, and escalate important trends. Success requires accuracy, empathy, sound judgment, and the ability to manage a high-volume workload independently. This is a strong opportunity for a customer-focused professional interested in building expertise in cybersecurity and compliance.
Accountabilities
- Provide timely and professional customer support through inbound calls, live chat, email, and back-office tickets, resolving inquiries accurately and efficiently.
- Guide customers through PCI DSS compliance processes using clear, practical, step-by-step instructions.
- Assist users with accessing, navigating, and troubleshooting the online compliance platform while minimizing disruption to their operations.
- Research issues using knowledge bases, internal tools, and available resources to independently identify solutions and achieve first-contact resolution.
- Collect, verify, and apply relevant customer information to resolve inquiries efficiently and accurately.
- Handle escalations and challenging customer interactions professionally, empathetically, and in accordance with established policies.
- Maintain detailed and accurate records of customer interactions and actions taken within internal systems.
- Manage workload independently while meeting productivity, quality, and service-level expectations.
- Identify recurring issues and opportunities to improve processes, efficiency, and compliance outcomes, escalating significant trends when appropriate.
- Consistently meet or exceed established performance metrics and quality standards across all support channels.
- High school diploma or equivalent required.
- At least 1 year of experience in a call center, customer service, technical support, or similar customer-facing environment.
- Working knowledge of Microsoft Office applications, particularly Word, Excel, and Outlook.
- Strong customer-service orientation with a collaborative, positive, and professional approach.
- Excellent verbal communication and active listening skills, with the ability to explain complex information clearly.
- Professional telephone presence and strong interpersonal skills.
- Strong attention to detail and the ability to manage multiple tasks and priorities effectively.
- Solid analytical, decision-making, and problem-solving abilities.
- Ability to work independently with limited direct supervision while maintaining accountability for accuracy and productivity.
- Interest in cybersecurity, payment-card security, or PCI DSS compliance is advantageous, though prior PCI expertise is not explicitly required.
- Fully remote position within the United States, with preference for candidates in Arizona, Washington, or California.
- Hourly compensation of $17.00–$18.00, depending on location and experience.
- Additional bonus opportunity.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Additional employee benefits and support programs.
- Evening schedule options: 3:30 PM–12:00 AM MST or 2:30 PM–11:00 PM PST.
- Opportunity to develop specialized experience in PCI DSS, cybersecurity, compliance, and customer support.
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
