Technical Call Center Associate

TrustCommerce (South Coast Metro, California), an established company, is looking to immediately hire a full-time “Technical Call Center Associate”.

About the Company

TrustCommerce, a leading provider of secure payment processing, develops and maintains technology-oriented merchant service solutions in the electronic payment and risk management industry to accommodate merchants of all sizes.  We offer a dynamic, fast paced environment where we are dedicated to helping our employees succeed, as well as offer a generous benefits package including a no-waiting-period health insurance program.

Position Summary

Technical Call Center Associate is responsible for supporting our clients business and technical needs  through email and inbound phone calls. This includes web-based support that can vary from end user functionality, interface training, to diagnosing software behavior and/or hardware equipment.

The department is staffed by full-time employees M-F 6am-6pm and after hours support is required on a rotational shift.

Essential Functions:

  • Exemplary attendance and punctuality in all areas
  • Align to Service Levels and Standards for incoming client services inquiries
  • Conduct a professional demeanor and approach in all client-related communications
  • Handles day-to-day and complex inbound and outbound requests
  • Maintain in-depth knowledge of TrustCommerce products and services by continuing to self-educate with tools and documentation provided by the company
  • Responsible for exercising problem solving skills and ability to work with internal and external resources to analyze data and determine root causes of issues
  • Select and explain the best solution to solve inquires with the objective of retaining our client’s business
  • Communicate resolutions to clients; articulate technical information to non-technical clients
  • Accurately process and record call interactions using designated tracking software
  • Support new end users by providing education on TC Vault’s processing and reporting tools
  • Assist with software integration questions regarding the TC Link API; third-party applications

Knowledge, Skills, and Abilities:

  • Exemplary attendance and punctuality
  • Knowledge of customer service principles and practices
  • Impeccable communication skills, both verbal and written
  • Call Center experience – clear, confident, telephone manner
  • Be dedicated, reliable, details and solutions oriented
  • Must thrive in a fast-paced, dynamic and diverse environment
  • Must possess the highest level of integrity, professionalism and excellence

Working Conditions:

  • The department serves our clients 24/7, 365 days of the week.
  • The position requires rotational after hour support in addition to a standard 8 hour work day.

Minimum Qualifications:

  • High School Diploma or equivalent
  • 4+ Year(s) Customer Service-related Experience; Call Center preferred

Note: Successful applicants must submit to a pre-employment background check and drug screen