Software Technical Support Tier 2 – Escalation Support

🔥 1 minute ago

🌵 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%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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U.S. Bank

WebsiteLinkedInAll Job Openings

10,000+ employees

🏦 Banking

💸 Finance

🛡️ Insurance

💰 $55M Post IPO debt on 2023-10

Banking • Finance • Insurance

U. S. Bank is a large, diversified commercial bank and financial services company. It operates retail and branch banking, corporate and commercial banking, lending and credit underwriting, wealth management, investment and asset management, and offers insurance and other financial products. The company serves consumer and business customers through physical branches, digital and contact-center channels, and maintains a multinational presence (locations in the United States, Canada, Europe and India). It is a Member FDIC institution and emphasizes customer-focused services, inclusion, and career development.

📋 Description

• Provide Tier 2 technical support and troubleshooting for merchants experiencing technical issues • Serve as an escalation resource for STS Tier 1 and provide technical consultations to internal support teams • Troubleshoot Converge, payment technology, POS systems, and merchant terminals • Support merchants and internal partners through phone, email, and chat • Handle escalated merchant interactions requiring additional technical expertise • Research and troubleshoot issues while clearly communicating solutions and next steps • Develop 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 emphasizing technical proficiency and customer service • 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 • Exposure to merchant services, payment processing, gateways, or Converge • Interest in growing technically and learning new platforms • Candidates do not need prior full training on EPG • Must comply with U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and workplace conduct and safety policies • Must be able to satisfy applicable employment eligibility verification requirements

🏖️ 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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