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 through technical troubleshooting procedures over the phone.

• Accurately document customer interactions and troubleshooting efforts.

• Address email inquiries in between calls.

• Work collaboratively with team leads and Tier 2 support teams when escalations are necessary.

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

• Keep up to date with new technologies, system upgrades, and business processes.

⛳️ Requirements

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

• Fundamental troubleshooting skills in software, hardware, or technical systems.

• Excellent verbal communication abilities.

• Capability to convey technical concepts to individuals without technical backgrounds.

• Strong customer service orientation and problem-solving capabilities.

• Proficiency in multitasking across phone calls, documentation, and team communications at the same time.

• An Associate's degree or coursework in Information Technology, Computer Science, or a related discipline (preferred).

• Possession of technical certifications or training (preferred).

• Prior call center or IT support experience (preferred).

• Experience with payment systems, point-of-sale systems, financial services technology, or merchant services (preferred).

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

🏝️ Benefits

• Healthcare options including medical, dental, and vision coverage.

• Basic term life insurance and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave policies.

• 401(k) plan and employer-funded retirement plan.

• Paid vacation time ranging from two to five weeks based on salary grade and tenure.

• Up to 11 paid holidays throughout the year.

• Adoption assistance programs.

• Sick and Safe Leave accrual of one hour for every 30 hours worked, up to a maximum of 80 hours per calendar year, unless otherwise mandated by law.

• Incentive and recognition programs.

• Equity stock purchase options.

• Contributions to 401(k) and pension plans.