What are the responsibilities and job description for the Operations Agent position at SecurityMetrics?
Job Description: SCM Operations Agent 1
Shopping Cart Monitor Team
There are a LOT of e-commerce sites out there, and according to PCI’s latest requirements, most of them need to be scanned weekly for malicious code. That’s where we come in! Our patented technology enables us to scan customer websites and gather the information e-commerce merchants need to stay safe and remain compliant. Sounds simple enough, but with the dizzying and ever-changing array of website designs and technologies, it takes hard work and constant vigilance to stay on top of it.
This is where the Shopping Cart Monitor product and service come into play! We provide the tools and services our customers need to stay compliant without having to master complex website technologies themselves. Having said that, our product, tools, and processes are new and developing, so we need people with sharp minds and attention to detail who are ready to learn, and then learn some more.
There are a range of tasks that must be performed within the scope of the SCM product, including fairly traditional customer support tasks, as well as “SCM Operational Tasks” which utilize our SCM tools.
Individual agent assignments will vary from time to time depending on circumstances and current needs. To thrive in this position, an agent needs to be comfortable and stay productive with long stretches of focused task work, with minimal supervision or co-worker interaction, other than as needed to get help and support when necessary.
Responsibilities May Include:
- Receive inbound support requests from SCM customers. (email, phone, chat)
- Enroll new customers in the SCM environment.
- Reach out to customers as needed to complete the enrollment process.
- Explore new customer websites to determine the best way to test credit card transactions.
- Use SCM software to test and process customer e-commerce transactions.
- Interact with customers in writing regarding test results, escalating as needed.
Desired Knowledge Areas:
- Total comfort with typical e-commerce processes from the customer’s point of view.
- Solid ability to operate independently from an office network environment without “hand-holding” for basic technical functionality.
- Comfortable working with Google workspace apps.
- Good written communication skills are important.
- A VERY basic understanding of how website code works is a great plus, but not required.
- Experience with ticketing systems is great, but not required.
- Understanding of PCI concepts is a plus!
Misc. Information:
- Full-time, Hourly pay. Part-time may be available as well.
- Schedule is flexible.
- Compensation: Based on Qualifications
- Medical and Dental Coverage (full-time positions only)
- 401K Matching, Paid Vacation Time
- SecurityMetrics, Inc., 1275 West 1600 North, Orem, UT 84057
- On-Site Work
