Junior Technical Support Specialist
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Job Description
Junior Technical Support Specialist troubleshooting payment terminals and transaction issues for Elavon, U.S. Bank’s payment solutions subsidiary. Supporting merchants through inbound inquiries, diagnosis, escalation, and resolution across 24/7 shifts.
Responsibilities:
- Provide support to merchants by troubleshooting and resolving issues related to card payment terminals, transaction authorizations, and service interruptions
- Act as the first point of contact for inbound inquiries
- Ensure clear communication and timely resolution of issues
- Diagnose technical and service-related problems and guide merchants through appropriate solutions
- Escalate complex issues when required, ensuring proper follow-up and resolution
- Maintain accurate documentation of issues, actions taken, and outcomes
Requirements:
- High school diploma or equivalent
- 6 months to 1 year of customer service experience
- Basic understanding of payment processing, products, services, and standard troubleshooting procedures
- Strong telephone, verbal, and interpersonal communication skills
- Ability to manage challenging customer interactions with professionalism and empathy
- Solid problem-solving skills, including recognizing when escalation is required
- Proficiency in Microsoft Office and general computer applications
- Strong time management and organizational skills, with ability to manage multiple priorities
- Demonstrated commitment to delivering high-quality customer service
- Flexibility to work shifting schedules, including evenings, weekends, and holidays
Benefits:
- Performance-based incentives for eligible employees
- Inclusive equitable benefits focused on financial wellbeing, health & wellness
- Continuous development opportunities including training, education support, and career progression pathways
- Employee recognition programs celebrating achievements and milestones
- Inclusive and accessible recruitment experience with adjustments available during the application or hiring process
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