Remote Tier 2 Software Tech Support (Converge/EPG)

Elavon, Inc.; Jackson (MS); Remote; USD 28,000 - 31,000; Full time

Benefits offered by this job

Healthcare

401(k) retirement plan

Paid vacation

Disability insurance

Parental leave

Job summary

U.S. Bank’s Elavon division is hiring a Software Technical Support Tier 2 to provide advanced technical assistance to merchants and internal teams. You will escalate complex issues, support Converge and EPG, and help ensure smooth payment-technology operations across phone, email, and chat channels.

The role is approximately 70% phone-based with chat and project work, offering remote options across multiple states with a structured training schedule in Eastern Time.

Qualifications

• Experience in technical customer-support environments requiring both technical proficiency and customer service.
• Experience supporting technology directly with customers.
• POS system or payment-terminal troubleshooting.
• Merchant services or payment-processing experience.
• Payment gateway experience including Converge.

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

Troubleshooting

Customer service

POS systems

Merchant services

Payment gateway

Converge

Computer science education

Tools

Converge

Job description

U.S. Bank’s Elavon division is hiring a Software Technical Support Tier 2 to provide advanced technical assistance to merchants and internal teams. You will escalate complex issues, support Converge and EPG, and help ensure smooth payment-technology operations across phone, email, and chat channels.

The role is approximately 70% phone-based with chat and project work, offering remote options across multiple states with a structured training schedule in Eastern Time.