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 by guiding them through technical troubleshooting methods over the phone.

• Accurately document customer interactions and troubleshooting efforts.

• Address email inquiries in between calls.

• Work in collaboration with team leads and Tier 2 support teams for escalated issues.

• Effectively communicate with customers during high-stress situations and service interruptions.

• Keep up-to-date with new technologies, system enhancements, and business procedures.

⛳️ Requirements

• A minimum of 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 adept problem-solving skills.

• Ability to manage multiple tasks including phone calls, documentation, and team interactions concurrently.

• Associate's degree or relevant coursework in Information Technology, Computer Science, or a similar field (preferred).

• Technical certifications or training (preferred).

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

• Experience in supporting 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 and related 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 hours 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