Remote Tier 2 Software Technical Support Converge/EPG

U.S. Bank; Mississippi; Hybrid; USD 28,000 - 31,000; Full time

Benefits offered by this job

Healthcare

401(k)

Paid vacation

Disability insurance

Life insurance

Sick leave

Job summary

U.S. Bank’s Elavon unit seeks a Software Technical Support Tier 2 professional to deliver advanced technical assistance to merchants and internal teams. You will escalate, troubleshoot, and communicate complex solutions for Converge and EPG while balancing excellent customer service.

The role is primarily phone-based with a mix of chat and email work, and remote work is supported. Prior experience with payment gateways and POS systems is valuable.

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.

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 as the organization expands its use of the platform.

Skills

Technical troubleshooting

Customer service

Communication

POS systems knowledge

Payment gateway experience

Converge experience

Tools

Converge

EPG (Elavon Payment Gateway)

Job description

U.S. Bank’s Elavon unit seeks a Software Technical Support Tier 2 professional to deliver advanced technical assistance to merchants and internal teams. You will escalate, troubleshoot, and communicate complex solutions for Converge and EPG while balancing excellent customer service.

The role is primarily phone-based with a mix of chat and email work, and remote work is supported. Prior experience with payment gateways and POS systems is valuable.