Remote Tier 2 Software Support – Escalations

U.S. Bank; United States; Remote; USD 28,000 - 31,000; Full time

Benefits offered by this job

Remote work

Healthcare benefits

Paid time off

401(k)

Job summary

U.S. Bank's Elavon Software is seeking a Software Technical Support Tier 2 specialist for escalation support. You will resolve complex merchant issues by phone, chat, and email, and mentor Tier 1 agents. Primary focus on Converge with growing EPG knowledge.

The role emphasizes strong technical aptitude and customer service, with remote work options and a schedule aligned to Eastern Time. Training will occur prior to regular duties.

Qualifications

• Experience in technical support or advanced troubleshooting with customers.
• Experience supporting payment technology and gateways.
• Familiarity with Converge and Elavon Payment Gateway (EPG) preferred.

Responsibilities

• Provide Tier 2 technical support and troubleshooting for merchants.
• Escalate issues from Tier 1 and consult with internal teams.
• Troubleshoot Converge, payment technology, POS systems, and terminals.
• Communicate solutions clearly via phone, email, and chat.
• Develop knowledge of EPG as the platform expands.

Skills

Technical troubleshooting

Customer service

POS systems

Payment gateway experience

Communication skills

Apple background

Education

Computer science education

Technical training

Tools

Converge

EPG (Elavon Payment Gateway)

Merchant terminals troubleshooting

Job description

U.S. Bank's Elavon Software is seeking a Software Technical Support Tier 2 specialist for escalation support. You will resolve complex merchant issues by phone, chat, and email, and mentor Tier 1 agents. Primary focus on Converge with growing EPG knowledge.

The role emphasizes strong technical aptitude and customer service, with remote work options and a schedule aligned to Eastern Time. Training will occur prior to regular duties.