Junior Technical Support Specialist

U.S. Bank; United States; Teletrabalho; USD 42 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Market-competitive compensation

Performance-based incentives

Inclusive benefits

Training and career progression

Employee recognition programs

Resumo da oferta

U.S. Bank’s Elavon division is seeking a remote Merchant Support Specialist to assist merchants with card payment terminals, transaction authorizations, and service interruptions.

This role requires strong communication skills and the ability to work in a fast-paced environment. The ideal candidate will have 6 months to 1 year of customer service experience, basic understanding of payment processing, and proficiency with Microsoft Office, with flexibility to work 8-hour shifts across a 24/7

Qualificações

• High school diploma or equivalent.
• 6 months to 1 year of customer service experience.
• Strong telephone, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Office and general computer applications.
• Ability to manage challenging customer interactions with professionalism and empathy.

Responsabilidades

• Provide support to merchants by troubleshooting and resolving issues related to card payment terminals, transaction authorizations, and service interruptions
• Act as the first point of contact for inbound inquiries, ensuring clear communication and timely resolution of issues
• Diagnose technical and service-related problems and guide merchants through appropriate solutions
• Escalate complex issues when required, ensuring proper follow-up and resolution
• Maintain accurate documentation of issues, actions taken, and outcomes

Conhecimentos

Customer service

Communication

Time management

Organizational skills

Problem solving

Formação académica

High school diploma or equivalent

Ferramentas

Microsoft Office

Descrição da oferta de emprego

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description

Key Responsibilities

• Provide support to merchants by troubleshooting and resolving issues related to card payment terminals, transaction authorizations, and service interruptions
• Act as the first point of contact for inbound inquiries, ensuring clear communication and timely resolution of issues
• Diagnose technical and service-related problems and guide merchants through appropriate solutions
• Escalate complex issues when required, ensuring proper follow-up and resolution
• Maintain accurate documentation of issues, actions taken, and outcomes

Basic Qualifications

• High school diploma or equivalent
• 6 months to 1 year of customer service experience

Preferred Qualifications

• Basic understanding of payment processing, products, services, and standard troubleshooting procedures
• Strong telephone, verbal, and interpersonal communication skills
• Ability to manage challenging customer interactions with professionalism and empathy
• Solid problem-solving skills, including recognizing when escalation is required
• Proficiency in Microsoft Office and general computer applications
• Strong time management and organizational skills, with the ability to manage multiple priorities
• Demonstrated commitment to delivering high-quality customer service

Work Arrangement & Schedule

• The team operates on a 24/7 shift model, with 8-hour shifts
• Typical start times include: 06:00, 08:00, 09:00, 10:00, 11:00, 13:00, 14:00, and 22:00
• Flexibility to work across shifting schedules, including evenings and weekends and holidays, is required

Location Expectations

This role is designated as home-based / remote.

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.

We offer a market-competitive compensation package that includes:

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness)
• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.
• Employee recognition programs that celebrate achievements and milestones for all.

We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.

We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.

Closing Date

Posting may be closed earlier due to high volume of applicants.

We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.