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 troubleshoot issues for merchants facing technical challenges.

• Act as an escalation point for STS Tier 1 and offer technical consultations to internal support teams.

• Diagnose issues related to Converge, payment technology, POS systems, and merchant terminals.

• Assist merchants and internal partners via phone, email, and chat communications.

• Manage escalated merchant interactions that require enhanced technical knowledge.

• Investigate and resolve issues while effectively conveying solutions and next steps.

• Acquire expertise in EPG (Elavon Payment Gateway).

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

⛳️ Requirements

• Experience in technical support or advanced troubleshooting roles.

• Proven track record of supporting technology directly with clients.

• Background in troubleshooting POS systems or payment terminals.

• Familiarity with merchant services or payment processing.

• Knowledge of payment gateways.

• Experience with Converge.

• Background in technical customer support environments, highlighting technical skills and customer service.

• Education in computer science or other relevant technical learning/development.

• Practical technical troubleshooting experience.

• Ability to identify issues rather than merely adhering to standard customer service protocols.

• Excellent verbal communication and customer service skills.

• Exposure to merchant services, payment processing, gateways, or Converge.

• Interest in technical growth and learning new platforms.

• Previous full training on EPG is not a requirement for candidates.

• Compliance with U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct, as well as workplace conduct and safety policies is mandatory.

• Ability to meet applicable employment eligibility verification standards.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability insurance.

• 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 options.

• 401(k) contributions and pension plans.