What is the role of a Agent Support Specialist at Tricera LLC?

The Agent Support Specialist position at Tricera LLC is a Full-Time opportunity in the General field.

Where is this Agent Support Specialist job located?

Apex, North Carolina, 27502, United States

What is the expected salary for this Agent Support Specialist job?

$48,000 – $65,000 Yearly Salary

How can I apply for the Agent Support Specialist position at Tricera LLC?

You can apply directly through the application link provided.

Agent Support Specialist at Tricera LLC

We are looking for a friendly and technically savvy Agent Support Specialist to support Tricera's growing organization by assisting the sales team and our operations staff with service related items.

That’s what HR said to write… Here’s what you will actually do…

You will be the go to resource for our sales reps. This means dealing with the lovable crazy of an outside sales force going 100mph in a 50mph zone while putting on makeup and dictating an email to a dash mounted iPad and answering phone calls through their car audio. They will ask you questions that will make you facepalm your sanity and in the next breath will explain the most complicated technology in such a simple way you’ll think they translated it from a holy text. You will need to be flexible and adaptable, unafraid of the unknown because our industry isn’t just growing its evolving… like X-Men evolving, not like the slow millennia-long evolution you read about in science books.

To be a successful Agent Support Specialist, you must be friendly and able to work well under pressure and maintaining a commitment to helping clients. Ultimately, the Agent Support Specialist should demonstrate excellent communication, problem-solving, and customer service skills at all times. Grammar is important and proper use of semicolons is applaudable.

Skills

Happiness – yes, this is a skill. We like working with generally happy people. If you can quote Monty Python or know what roll for initiative is you are looking strong.
Self-Guidance – you’ll be given freedom to expand your role and grow with us. This means that despite this super detailed and somewhat chaotic job description, your days aren’t going to be stacked ten deep with specific tasks or project work. Seek out new opportunities to make us better as a company and you’ll find a lot of opportunity.
Excel – you need to be able to create and troubleshoot formulas, make spreadsheets look as pretty as they can be, and know how to use basic functions like merging cells, inserting columns, lookups, etc. if this is the only thing you’re missing I can teach you Excel but you have to learn quickly.
Data Entry – I don’t how many words you need to be able to type per minute but if you are embarrassed to type in front of your sarcastic friends, then it’s probably too slow.
Computer Comfort – you don’t need to know how to build them, but you can’t be scared of them either. We’re going to be doing complicated credit card terminal file builds that look like they jumped in the DeLorean with Doc and got lost in the future. These things are powerful, but not super user friendly and it takes someone unafraid of an ugly interface.
Skills that will set you apart – speaking of Holy Grails… 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).

Role 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

Extras

At Tricera, we know that a great job is about more than just the perks—it’s about the experience, the people, and the opportunity to grow.

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
Unique Perks:
- 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

Agent Support Specialist at Tricera LLC – Apex, North Carolina

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