Telecom Customer Service Representative

U.S. Bank; Northern (KY); Hybrid; USD 69,285,000 - 92,295,000; Full time

Job summary

U.S. Bank is seeking a Technical Help Desk Representative to support commercial card programs by providing technical assistance via phone, email and chat, guiding clients through platform walkthroughs and troubleshooting.

This 24/7 operation includes the swing shift 1pm–9:30pm and rotating weekend shifts after training; candidates must pass a GSA background screening. Benefits and growth opportunities are provided.

Qualifications

• High school diploma or equivalent.
• Two to three years of experience as a Telecommunications CSR.
• Two or more years of experience in customer service or technical support.
• Well-developed verbal and written communications skills.
• Proficient in Microsoft Office applications.
• Effective problem-solving and negotiation skills.

Responsibilities

• Provide technical assistance via phone, email and chat.
• Troubleshoot and guide users through card management platforms.
• Escalate complex issues and follow up to ensure resolution.
• Maintain documentation of activities and support center processes.

Skills

Telecom CSR

Customer service

Technical support

Verbal communication

Written communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Technical Help Desk supports U.S. Bank clients with their commercial credit card programs by providing technical assistance through phone, email, and chat to ensure a positive client experience with our online commercial card management platforms. We are seeking a dedicated and experienced Technical Helpdesk Representative to support and guide our valued clients while delivering exceptional technical support. This role combines hands on client assistance with system walkthroughs, troubleshooting, complex issue escalations, follows up with users to ensure problem resolution, and after hours support responsibilities.

As the Technical Help Desk Representative, you will play a vital role in ensuring service excellence by completion of daily tasks, and resolving complex issues. You will maintain documentation of all activities and become a contributor to the successes of the team. This team operates a 24-hour, 7 day a week support center model. The Technical Helpdesk Representative will be covering the swing shift of 1pm – 9:30pm and rotating weekend shifts after the completion of trainings.

This role is responsible for supporting Federal Government accounts and requires passing a post-employment screening administered by the General Services Administration (GSA) which includes criminal and background checks.

Basic Qualifications

• High school diploma or equivalent
• Two to three years of experience as a Telecommunications CSR

Preferred Skills/Experience

• Two or more years of experience within customer service or technical support
• Well-developed verbal and written communications skills
• Proficient computer skills using a variety of software packages including Microsoft Office applications
• Effective problem-solving and negotiation skills
• Experienced at resolving difficult customer calls

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
• Review our full benefits available by employment status here.

Equal Opportunity Employment

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Pay Range

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements).

Pay Range: $24.18 - $32.21

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures. Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.