Remote Tier 2 Software Support - Payments Tech
Elavon, Inc.
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Benefits offered by this job
Job summary
U.S. Bank’s Elavon division is seeking a Software Technical Support Tier 2 professional to provide advanced technical assistance to merchants and internal teams. You will handle escalations, troubleshoot Converge and EPG issues, and deliver clear, customer-oriented guidance across phone, email, and chat channels.
The role is predominantly phone-based with time split between chat and project work, offering remote work options and comprehensive benefits.
Qualifications
- Experience in technical customer-support environments emphasizing both technical and customer service.
- Experience supporting technology directly with customers.
- Technical knowledge is important, and clear communication with customers is essential.
Responsibilities
- Provide Tier 2 technical support and troubleshooting for merchants experiencing issues.
- Serve as escalation resource for STS Tier 1 and other internal teams.
- Troubleshoot issues involving Converge, payment technology, POS systems, and merchant terminals.
- Support merchants and internal partners via phone, email, and chat.
- Handle escalated merchant interactions requiring advanced technical expertise.
- Research and troubleshoot issues while clearly communicating solutions and next steps.
- Develop knowledge of EPG as the platform expands.
Skills
Education
Tools
Job description
U.S. Bank’s Elavon division is seeking a Software Technical Support Tier 2 professional to provide advanced technical assistance to merchants and internal teams. You will handle escalations, troubleshoot Converge and EPG issues, and deliver clear, customer-oriented guidance across phone, email, and chat channels.
The role is predominantly phone-based with time split between chat and project work, offering remote work options and comprehensive benefits.
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