Software Technical Support Tier 2 – Escalation Support

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Deliver Tier 2 technical support and troubleshooting assistance for merchants facing technical challenges.

• Act as an escalation point for STS Tier 1 support.

• Offer technical consultations to other internal support teams.

• Resolve issues related to Converge, payment technologies, POS systems, and merchant terminals.

• Assist merchants and internal stakeholders via phone, email, and chat channels.

• Manage escalated merchant interactions that require advanced technical knowledge.

• Investigate and troubleshoot issues while effectively communicating solutions and next steps.

• Continue to enhance knowledge of EPG (Elavon Payment Gateway).

• Spend approximately 70% of time on phone support, with the remaining time allocated to chat and email/project work.

⛳️ Requirements

• Experience in technical support or advanced troubleshooting.

• Background in directly supporting technology for customers.

• Familiarity with POS system or payment-terminal troubleshooting.

• Knowledge of merchant services or payment processing.

• Experience with payment gateways.

• Understanding of Converge.

• Experience in environments focused on technical customer support, emphasizing both technical skill and customer service.

• Educational background in computer science or demonstrated technical learning and development.

• Practical hands-on technical troubleshooting experience.

• Capability to diagnose issues rather than merely adhering to standard customer service procedures.

• Excellent verbal communication and customer service abilities.

• Experience troubleshooting POS systems, merchant terminals, payment technology, or similar technical products.

• Familiarity with merchant services, payment processing, gateways, or Converge.

• Enthusiasm for ongoing technical growth and learning new platforms.

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

🏝️ Benefits

• Healthcare options including medical, dental, and vision.

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave.

• 401(k) plan 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 accrual 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 options.

• 401(k) contribution and pension plan.