Software Technical Support Tier 2 – Escalation Support

🕒 October 28

🌵 Arizona, Colorado, +2 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🎸 Mississippi – Remote 🎸 Tennessee – Remote

💵 $20 - $22 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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• Open for 13 days.
• Jobs at this company usually fill in 21 days.

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U.S. Bank

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1863

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

U. S. Bank is a major financial services institution headquartered in the United States, providing a wide range of banking and financial products to individuals and businesses. The bank offers services in retail banking, corporate banking, wealth management, credit underwriting, and investment management. With a commitment to diversity, equity, and inclusion, U. S. Bank emphasizes the importance of culture and values, offering career growth opportunities and supporting the health and wellness of its employees. U. S. Bank engages with communities and provides educational resources to enhance financial literacy. As a member of the FDIC, it ensures the security of its deposit products, although investment and insurance products are not FDIC insured and may lose value.

📋 Description

• Provide Tier 2 technical support and troubleshooting for merchants experiencing technical issues • Serve as an escalation resource for STS Tier 1 • Provide technical consultations to other internal support teams • Troubleshoot issues involving Converge, payment technology, POS systems, and merchant terminals • Support merchants and internal partners through phone, email, and chat channels • Handle escalated merchant interactions requiring additional technical expertise • Research and troubleshoot issues while clearly communicating solutions and next steps • Continue developing knowledge of EPG (Elavon Payment Gateway) • Work approximately 70% by phone, with remaining time divided between chat and email/project work

🎯 Requirements

• Technical support or advanced troubleshooting experience • Experience supporting technology directly with customers • POS system or payment-terminal troubleshooting experience • Merchant services or payment-processing experience • Payment gateway experience • Converge experience • Experience in technical customer-support environments where both technical proficiency and customer service are emphasized • Computer science education or other demonstrated technical learning/development • Hands-on technical troubleshooting experience • Ability to diagnose issues rather than simply follow standard customer-service processes • Strong verbal communication and customer-service skills • Experience troubleshooting POS systems, merchant terminals, payment technology, or similar technical products • Exposure to merchant services, payment processing, gateways, or Converge • Interest in continuing to grow technically and learn new platforms • Candidates must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies

🏖️ Benefits

• Healthcare (medical, dental, vision) • Basic term and optional term life insurance • Short-term and long-term disability • Pregnancy disability and parental leave • 401(k) and employer-funded retirement plan • Paid vacation (from two to five weeks depending on salary grade and tenure) • Up to 11 paid holiday opportunities • Adoption assistance • Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law • Incentive and recognition programs • Equity stock purchase • 401(k) contribution and pension

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