Remote Software Tech Support Tier 2 Specialist

U.S. Bank; Colorado Springs (CO); Remote; USD 28,000 - 31,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance (basic and optional)

Short-term and long-term disability

401(k) retirement plan

Paid vacation and holidays

Parental leave and adoption assistance

Sick leave

Job summary

U.S. Bank’s Elavon division seeks a Software Technical Support Tier 2 specialist to deliver advanced technical assistance to merchants and internal teams. You will troubleshoot Converge, EPG, and POS systems, serving as an escalation resource and consulting with other teams.

The role blends technical problem-solving with customer service, mainly phone-based, with chat and email as secondary channels. Training schedule and remote work options are provided.

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 troubleshooting

Customer service

POS systems

Payment gateway

Converge experience

Technical communication

Education

Computer science education or equivalent

Tools

Converge

Elavon Payment Gateway (EPG)

Job description

U.S. Bank’s Elavon division seeks a Software Technical Support Tier 2 specialist to deliver advanced technical assistance to merchants and internal teams. You will troubleshoot Converge, EPG, and POS systems, serving as an escalation resource and consulting with other teams.

The role blends technical problem-solving with customer service, mainly phone-based, with chat and email as secondary channels. Training schedule and remote work options are provided.