Payments Gateway Support Specialist

U.S. Bank; United States; Remote; USD 28,000 - 36,000; Full time

Benefits offered by this job

Healthcare

401(k) plan

Paid vacation

Paid holidays

Disability coverage

Job summary

U.S. Bank's Gateway Support team is seeking a first-line technical support specialist to help merchants troubleshoot payment gateway, software, and hardware issues while delivering exceptional customer service.

This role suits someone who enjoys solving technical problems, helping customers, and learning new technologies in a fast-paced environment. Experience in payments tech preferred.

Qualifications

• 1+ years of technical support or help desk experience.
• Basic troubleshooting experience with software, hardware, or technical systems.
• Strong verbal communication skills and ability to explain technical concepts to non-technical users.
• Excellent customer service and problem-solving abilities.

Responsibilities

• Handle inbound technical support calls from merchants and business clients.
• Diagnose and troubleshoot payment gateway, software, and hardware issues.
• Guide customers through 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 when escalations occur.
• Communicate effectively with customers during high-pressure situations and outages.
• Stay current on new technologies, system updates, and business processes.

Skills

Technical support

Verbal communication

Troubleshooting

Multi-tasking

Customer service

Education

Associate degree

Job description

U.S. Bank's Gateway Support team is seeking a first-line technical support specialist to help merchants troubleshoot payment gateway, software, and hardware issues while delivering exceptional customer service.

This role suits someone who enjoys solving technical problems, helping customers, and learning new technologies in a fast-paced environment. Experience in payments tech preferred.