Gateway Support Specialist – Payment Tech Helpdesk

Us Bank; Colorado; On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Healthcare benefits

Retirement plan

Paid vacation

Holiday opportunities

Parental leave

Job summary

U.S. Bank's Gateway Support team is seeking a technically minded agent to be the first line of support for merchants relying on payment processing technology.

You will diagnose gateway, software, and hardware issues, guide customers through troubleshooting steps, document interactions, and collaborate with Tier 2 teams in a fast-paced environment.

Ideal candidates have 1+ years in technical support, strong communication, and a customer-focused mindset.

Qualifications

• 1+ years of technical support, help desk, or customer service experience.
• Basic troubleshooting experience with software, hardware, or technical systems.
• Strong verbal communication skills.
• Ability to explain technical concepts to non-technical individuals.
• Strong customer service and problem-solving skills.
• Ability to multitask across phone conversations, documentation, and team communications simultaneously.

Responsibilities

• Handle inbound technical support calls from merchants and business clients.
• Diagnose and troubleshoot payment gateway, software, and hardware issues.
• Guide customers through technical troubleshooting steps over the phone.
• Document customer interactions and troubleshooting activities accurately.
• Support email inquiries between calls.
• Collaborate with team leads and Tier 2 support teams when escalations are required.
• Communicate effectively with customers during high-pressure situations and service disruptions.
• Stay current on new technologies, system updates, and business processes.

Skills

Technical support

Customer service

Troubleshooting

Communication

Multitasking

Education

Associate's degree or coursework in IT

Technical certifications

Job description

U.S. Bank's Gateway Support team is seeking a technically minded agent to be the first line of support for merchants relying on payment processing technology.

You will diagnose gateway, software, and hardware issues, guide customers through troubleshooting steps, document interactions, and collaborate with Tier 2 teams in a fast-paced environment.

Ideal candidates have 1+ years in technical support, strong communication, and a customer-focused mindset.