Gateway Support Representative

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Manage incoming technical support calls from merchants and business clients.

• Identify and resolve issues related to payment gateways, software, and hardware.

• Assist customers with technical troubleshooting steps via phone.

• Accurately record customer interactions and troubleshooting actions.

• Address email inquiries in between calls.

• Work in collaboration with team leads and Tier 2 support teams for escalations when necessary.

• Effectively communicate with customers during high-pressure situations and service outages.

• Keep updated on new technologies, system enhancements, and business procedures.

⛳️ Requirements

• Minimum of 1 year of experience in technical support, help desk, call center, or customer service roles.

• Basic experience in troubleshooting software, hardware, or technical systems.

• Excellent verbal communication abilities.

• Capacity to articulate technical concepts to individuals without a technical background.

• Strong customer service aptitude and problem-solving capabilities.

• Proficiency in multitasking across phone interactions, documentation, and team communications concurrently.

• Candidates must adhere to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and associated workplace conduct and safety regulations.

🏝️ 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 (ranging from two to five weeks based 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 mandated by law

• Incentive and recognition programs

• Equity stock purchase

• 401(k) contribution and pension