Gateway Support Representative
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Job Description
Gateway Support Representative troubleshooting payment gateway, software, and hardware issues for U.S. Bank and Elavon merchants. Providing phone and email technical support while escalating complex cases.
Responsibilities:
- Handle inbound technical support calls from merchants and business clients.
- Diagnose and troubleshoot payment gateway, software, and hardware issues.
- Guide customers through technical troubleshooting steps over the phone.
- Document customer interactions and troubleshooting activities accurately.
- Support email inquiries between calls.
- Collaborate with team leads and Tier 2 support teams when escalations are required.
- Communicate effectively with customers during high-pressure situations and service disruptions.
- Stay current on new technologies, system updates, and business processes.
Requirements:
- 1+ years of technical support, help desk, call center, or customer service experience.
- Basic troubleshooting experience with software, hardware, or technical systems.
- Strong verbal communication skills.
- Ability to explain technical concepts to non-technical individuals.
- Strong customer service and problem-solving skills.
- Ability to multitask across phone conversations, documentation, and team communications simultaneously.
- 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.
Benefits:
- 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
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution and pension
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