IT Technical Support Representative

Under the direction of the IT Customer Support Manager, the Technical Support Representative will specialize in supporting first level incoming requests from Integrated Software Vendors and Merchants needing technical assistance with TrustCommerce payment applications. This person will collaborate with Product Management, Implementation Teams, and Development Teams in support of users, while documenting internal support steps. May cross-train fellow team members as needed.

We support our clients with their accounts and processing services through a ticketing system and email. The department documents all technical support inquiries and issues for tracking purposes. Please note that after-hours support is a required rotational shift and is a departmental effort.

Responsibilities/Essential Functions:    

• Provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.
• Resolve TrustCommerce products and services inquires or fulfills second level service requests, including adjustments; selects corrective processing execution method or explains the best solution to resolve all client requests; escalates as appropriate.
• Use problem solving skills and work with internal and external resources to analyze data and determine root causes of issues.
• Documents client service inquires and issues for tracking purposes.
• Meets performance expectations by achieving established goals and objectives such as quality and productivity measures.
• Identify and communicate trends across client base.
• Communicate operational concerns to clients.
• Maintains in-depth knowledge of TrustCommerce products and services.
• Conduct basic training on TrustCommerce products and services.
• Contributes to team effort by growing as a lead for complex client services inquires and departmental objectives.

Environment/Conditions

This will be fully remote. Occasional site visits may be required.  

This is a full-time position. Monday to Friday.  Core office hours will be 8 hours within the range of hours.  This role will require rotational on call coverage which will include overnights.

Requirements

• Proficient understanding of the credit card and payment solutions industries a plus
• Impeccable communication skills necessary, both verbal and written
• Adhere to both written and verbal processes.
• Ability to work in an evolving environment.
• Ability to articulate technical information to non-technical clients.
• Ability to learn quickly.
• Creative problem-solving skills
• Extremely organized
• Ability to multi-task
• Computer and Internet literate “Tech savvy”
• Skills with Microsoft Office Suite
• Ability to adhere to attendance policy.

Education and Experience:

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

Preferred

BA Degree or College experience Preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources

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

Disclaimer: The job description serves as a summary of the typical functions and responsibilities associated with the position. It does not represent a complete or comprehensive list of all possible duties and tasks. As an employee, you may be assigned additional responsibilities beyond those explicitly mentioned here.

Annual base salary gross: $55,000 - $70,000

The base salary range represents the anticipated low and high end of the Sphere salary range for this position. Actual salaries will vary and be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of Sphere’s total compensation package for employees. Other rewards and benefits include, health and dental insurance, STD/LTD, and accident and life insurance to name just a few!

SphereCommerce is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

All your information will be kept confidential according to EEO guidelines.