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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 SPOT 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

Austin has always been home to people who see the world in a different way.  Embracing that spirit, and infusing it in every aspect of our business, has made us who we are today.

Albert Einstein famously said, “We cannot solve our problems with the same thinking we used when we created them.”  At SPOT, we don’t do things differently for the sake of being different; we do things differently to achieve better results.

We focus on solving your customer’s issues, not on the seconds a rep spent on the phone.  We care about creating repeat customers for your business, not on outdated strategies like ‘call avoidance.’  We embrace the communication channels your customer’s chose, because technology has given them a choice.  Our goal is to work with clients who embrace these ideals, because we believe in doing it right.

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

Careers at TruSourceLabs

 

3 New Core Team Positions

It is with great excitement that we announce the opening of the first Technical Support positions for Lyve Minds, Inc. Lyve's first product, LyveHome. The initial team of Lyve support agents will share responsibility for all aspects of the customer support experience, acting as Tier 1, Tier 2, Customer Relations, Beta Program Support, and onsite Support Engineering. Expectations for the Core Support Team are high, requiring strong experience in Tier 2/3 Technical Support, Support Engineering and Technical Team Management roles.

Download the full description.

Sales Order Management Team Position

Ready for a challenge? Ready to help build something great? SPOT is seeking contenders for the role of Sales Order Management Tier 2. It's a small group with aggressive coverage requirements that fills a key role in supporting Nest customers.

Download the full description.

Supervisor Position

Ever felt like you’re that person everyone goes to to get things done? If you have, you’d probably be interested in being a leader here at TruSourceLabs.
Download the full description.

Administrative Assistant

Imagine a world where everything is fast growing, fun, and you get to make it happen! This could be the job for you.

Download the full description.

Do you like working with new and innovative products that improve the lives of those who use them? Are you an effective troubleshooter who can diagnose problems in a complex environment? Are you an effective communicator, both verbally and in writing? If so, apply to be a Technical Support agent with TruSourceLabs.

Send Us Your Resume NOW!

512-271-5627

Or Temp with us - Be sure to reference job code 7J3S. Submit your resume to: recruiting7053@smxstaffing.com
and one of our local recruiters will contact you to schedule an interview.

Contact us

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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