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About

Alton Martin

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Chris Horton

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Roger Meador

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Insight from Experience

Our executive team has over 50 years of experience in the customer support industry. One was a founding member of COPC, Inc, where he was a key contributor to the creation of the Customer Service Provider (CSP) and Vendor Management Organization (VMO) standards.  Another is the patent holder for centralized call queuing to optimize costs and service levels in a multi-site environment.

Experience has also exposed us to one the biggest challenge of the customer support industry, organizations that relinquish their responsibility to provide quality service and support to their customers. Those organizations view customer support as a necessary evil, not as the foundation to a lasting customer relationship. We think there is a better way: a way to create an environment where people enjoy their work; a way to build an organization that creates a sense of pride in the employees; a way to instill the belief that good work, in the service of the customer, should be revered and honored.

Our way is TruSourcing. A methodology created to nurture collaboration and transparency between Trusource Labs and our clients.

TruSourcing

TruSourcing is not about buzzwords, it’s about results.

Collaboration requires commitment.  Collaboration can’t be something that only happens at the start of a relationship, or is simply done to “...turn your cost centers into profit centers” as some may think.  Collaboration is an ongoing process that extends through the life of the relationship.

Transparency requires trust.  Individuals and organizations won’t be transparent if they don’t trust one another.  Conversely, if organizations believe they’re working toward a common goal, there is a greater chance they’ll trust one another and readily share information. Additionally, if employees are well-trained, empowered to make decisions, and supported by their management, they will provide valuable input that improves the organization and enhances the customer experience.

Together, collaboration and transparency create clarity.  When employees and organizations openly share expertise, it spurs innovation and leads to the most efficient and effective solutions.  If employees and organizations are working toward a common goal, there is a stronger sense of partnership, and a mutual understanding that both parties are critical to each other’s overall success.

TruSourcing helps both organizations build a better business.

Solutions

Trusource Labs provides sales and technical support for complex products and connected devices associated with the Internet of Things (IoT).  Additionally, Trusource Labs provides managed IT support for iOS devices on corporate networks.Our support services span the entire service delivery chain and include:

  • Beta product testing and engineering feedback
  • kBase article creation and management
  • Training materials development and delivery

We embrace the communication channels of your customer’s choice and offer support for phone, email, chat, video, and social media channels.

We Rock

Real praise from real people

Thanks to Jacqueline and Bobby, who both represent the best of your company, I would have no reservations recommending  your products to everyone. Both of them turned a frustrating and anxiety ridden day into a pleasant one. It's a pleasure doing business with a business that stands behind its product.  --Del Ray Beach Florida

All I can say is Leena is a damn good support agent. She empowered me with a work around and commitment to get *real* answers.  -- Kudos from the Twitterverse

I wanted to take a moment to email you back and acknowledge what great  customer support I received today!This was the best support I have received in a long, long time - possibly ever.

 The system of emailing visual images and a visual response is genius!  Under normal circumstances I would return the product. Because of this spectacular customer support, I will hire a professional installer to see if they can help.  Kudos...

 Decent customer support is unfortunately very unusual, and GREAT customer support is a total rarity. But Kent really delivered.

Thanks again for your help this morning. I definitely appreciate the fact that I can call on a Sunday morning (not to mention so close to the holidays) and speak to a live and friendly person who can actually help me resolve my issue.

I'm writing about the excellent support I received this morning from Rafael. I had a complex issue (ultimately determined to be a bad contact for a single wire) and Rafael was patient, professional and very skilled. It took some time to properly diagnose and isolate this problem which prevented our furnace from operating. Not only did Rafael trouble shoot it, but he also creatively came up with a temporary fix (until the replacement part arrives tomorrow) that would allow my furnace to work. We had been without heat since yesterday and the chill is gone, thanks to his help.

NaChae is the type of employee very employer dreams of. I manage 150 people. NaChae exemplies a terrific work ethic and conscientious attitude. She was friendly and patient during a frustrating time. Although we could not solve the problem, I felt she was knowledgeable about the system and continued to work through the problem until all avenues were exhausted.

Ok so I retract my statement about the issue not being on my end. Through a representative of yours, Marsell, he was able to determine the issue is on my end. Marsell is a class act. I admit I was at my wits end and ready to unleash on someone when he answered but he kept me calm and through his knowledge and persistence he was able to get me back in business. Marsell saved my sanity and saved my faith in the company. I want to send this guy a christmas present for keeping my family warm. Thank you Marsell!

Careers with TrusourceLabs

Solutions Manager

Our client is an established online service used by hundreds of millions of people throughout the world. Our users mean a lot to us, and giving them the highest quality experience is our main priority. You’ll lead and motivate a group of people who simplify our users’ lives by providing amazing service and finding creative solutions to their needs.

We’re looking for the best of the best to lead our team. We need a self-driven hustler who is also graceful in person and eloquent in emails. We need someone who is innovative, extremely creative and constantly looking for ways to improve upon things. We hope that’s you.

Apply

 

Solutions Specialist

Our client is an established online service used by hundreds of millions of people throughout the world. Our users mean a lot to us, and giving them the highest quality experience is our main priority. You’ll simplify our users’ lives by providing amazing service and finding creative solutions to their needs. The Solution Specialist ensures our client’s success through the delivery of technical support. Solution Specialists must be committed to resolving issues for users’ success and satisfaction. The ideal candidate will thrive in our dynamic, fast-paced environment and be prepared to grow with us through a dramatic growth phase.

We’re looking for the best of the best to join our team. We hope that’s you.

Apply

 

Don’t see an opening that best fits your skills. Send us your resume anyways!

Our company is growing very quickly and we are always looking for talented individuals to join our team! If you are interested in a position with our company, please send us your resume. As we expand, we will be looking for the best of the best to join our Technical Support, Operations, Management, Finance & Accounting, IT, Human Resources, and Office Administration teams!

Apply

512.487.7103 ext. 3

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Name: I'm Cheryl the Web Administrator! Send us a note and we'll make sure the right person gets it.
Phone: 512-487-7103