Tech Support Rep II (Santa Ana, CA)

TrustCommerce (Santa Ana, California), an established company, is looking to immediately hire a Technical Support Representative II for full-time, in-house employment.

About the Company

TrustCommerce, a Sphere subsidiary, 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

Under the direction of the Client Services Manager, the Customer Support Representative will primarily act as the first level of support from incoming technical support inquiries from Integrated Software Vendors and Merchants needing technical assistance with TrustCommerce payment applications. The rep will also be responsible for enrolling new client accounts onto the TrustCommerce system, as well as provide ongoing technical and administrative support involving account configurations (e.g., add-on services, merchant account changes, and equipment orders). The individual will work with the Merchant Boarding team to identify and collect the necessary information and paperwork for new accounts, work closely with merchant banks, and re-seller partners to receive required banking information.

We support our clients with their accounts and processing services through e-mail, and inbound phone calls. The department documents all technical support inquires and issues for tracking purposes. Please note that after hours support is a required rotational shift and is a departmental effort.

Responsibilities:

  • Ability to retain and apply knowledge of department and company’s standard operating procedure, products and services
  • Must meet all department service metrics for Attendance, Performance and Call Quality
  • Accurately process and record call interactions using designated tracking software
  • Enroll new accounts into the TrustCommerce system in accordance with service level agreements
  • Processes account changes and updates as needed
  • Must meet all department service metrics for Attendance, Performance and Call Quality

Key qualifications:

  • Problem solving skills with rigorous attention to detail
  • Handles day to day and complex inbound and outbound requests
  • Demonstrate a professional demeanor and approach in all client related communications
  • Exceptional communication skills with the ability to translate technical knowledge into actionable direction
  • Must possess the highest level of integrity, professionalism and excellence
  • Exemplary attendance and punctuality

Education and experience:

  • 3+ years of related call center experience required
  • Experience in supporting client side software required

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