Tricera · 1 day ago
Agent Support Specialist
Apex, NC
Full-time
Onsite
New Grad, Entry LevelTricera is a growing organization seeking a friendly and technically savvy Agent Support Specialist to assist their sales team and operations staff. The role involves providing customer service support, resolving technical issues, and educating merchants on their solutions and compliance requirements.
AppsFinancial ServicesPaymentsTransaction Processing
Responsibilities
Keep Carrington sane
Identify and resolve customer service and terminal support incoming phone calls and emails
Research point of sale, gateway, and shopping cart integration issues/compatibility questions from the field
Assist Sales with procedural questions – underwriting criteria, pricing, revenue calculation, equipment requirements
Ensure accurate and timely entry of merchant applications
Assist customers in setting up their Tricera merchant solutions
Educate merchants on PCI compliance and assist with completion of Self-Assessment Questionnaires
Accurately record and track all merchant related calls into ticketing system
Assist with file build and file adjustments as required for new and existing deployments
Account Updates & Maintenance
Support merchant account changes for Agent Team such as DDA changes, cancellation forms, account updates via digital signature
Assist sales team and merchants with equipment, gateway, and software installations
Support team in maintaining SLA’s for their department
Perform onboarding calls for newly activated merchant accounts
Educate merchants on online tools and other resources to optimize their experience with Tricera
Track and meet monthly with manager to review and discuss progress
Qualification
Required
friendly and able to work well under pressure
commitment to helping clients
excellent communication skills
problem-solving skills
customer service skills
proper use of grammar and semicolons
self-guidance
ability to create and troubleshoot Excel formulas
ability to make spreadsheets visually appealing
knowledge of basic Excel functions like merging cells, inserting columns, lookups, etc
data entry skills
computer comfort and ability to work with complicated interfaces
Preferred
restaurant experience (especially if you did any kind of POS setup or modifications)
understanding and actually liking social media (the business side, not the doom-scrolling side)
bilingual is a big bonus as long as it is a regionally spoken language (Klingon and Aramaic are super cool, but not super helpful)
Benefits
Performance Bonus Program: Documented methodology and scoring system - you'll know how your bonus is calculated with transparent criteria to measure outcomes.
Health Coverage Stipend: Apply amount to a marketplace plan, or alternative solutions like CrowdHealth
We cover the cost of a concealed carry training course for all employees, reflecting our belief in personal freedom and responsibility
Four-day workweek (Monday through Thursday)
Agent and Merchant referral program allows you to grow your income through direct impact on company performance
Company
Tricera
Tricera is a mobile app that provides payment processing and business services for business owners.
Founded in 2019
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase