Remote Software Tech Support Tier 2 (Converge/EPG)

Elavon, Inc.; Phoenix (AZ); Remote; USD 28,000 - 31,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

Parental leave

401(k)

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank, through its Elavon subsidiary, is seeking a Software Technical Support Tier 2 specialist to provide advanced technical assistance to merchants and internal teams. The role acts as an escalation point for complex issues and supports Converge and the Elavon Payment Gateway (EPG) as the platform expands.

The position is roughly 70% phone-based, with time split between chat and email/project work. Regular and training schedules are provided, and the role supports a fully remote work setup

Qualifications

• Technical support or advanced troubleshooting experience
• Experience supporting technology directly with customers
• POS system or payment-terminal troubleshooting
• Merchant services or payment-processing experience
• Payment gateway experience
• Converge experience
• Experience in technical customer-support environments where both technical proficiency and customer service are emphasized
• Computer science education or other demonstrated technical learning/development

Responsibilities

• Provide Tier 2 technical support and troubleshooting for merchants experiencing technical issues
• Serve as an escalation resource for STS Tier 1 and provide technical consultations to other internal support teams
• Troubleshoot issues involving Converge, payment technology, POS systems, and merchant terminals
• Support merchants and internal partners through phone, email, and chat channels
• Handle escalated merchant interactions requiring additional technical expertise
• Research and troubleshoot issues while clearly communicating solutions and next steps
• Continue developing knowledge of EPG (Elavon Payment Gateway) as the organization expands its use of the platform

Skills

Technical support

Advanced troubleshooting

Customer service

POS systems

Payment gateway

Converge

Merchant services

Payment processing

Technical communication

Education

Computer science education

Job description

U.S. Bank, through its Elavon subsidiary, is seeking a Software Technical Support Tier 2 specialist to provide advanced technical assistance to merchants and internal teams. The role acts as an escalation point for complex issues and supports Converge and the Elavon Payment Gateway (EPG) as the platform expands.

The position is roughly 70% phone-based, with time split between chat and email/project work. Regular and training schedules are provided, and the role supports a fully remote work setup