Partner Integration Technical Support Representative – 3rd Shift
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Job Description
Technical Support Representative providing front-line technical support on a 24/7 basis for high-visibility partners at U.S. Bank. Ensuring accurate and professional handling of technical issues and service level agreements.
Responsibilities:
- Provide front‑line, 24x7x365 technical support for high‑visibility partners requiring continuous assistance.
- Serve as the primary point of contact for technical issue intake, triage, communication, and resolution.
- Ensure partner concerns are handled accurately, professionally, and within established service level agreements (SLAs).
- Document and prioritize incoming issues, follow defined escalation and troubleshooting procedures.
- Collaborate closely with Technology, Client Services, and Partner Integration teams to drive timely resolution.
- Maintain operational continuity, meet contractual obligations, and deliver an exceptional partner support experience.
Requirements:
- High school diploma or equivalent
- Typically five or more years of customer service experience
- Skilled in basic technical troubleshooting and system maintenance
- Prior call center experience
- Experience with AWS, Salesforce, ICS, ServiceNow, Client Resource Center, MS Team and OneNote
- Effective verbal, written, and interpersonal communication skills
- Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
- Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
- Thorough knowledge of all relevant operational processes and procedures and company products and services
- Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
- Ability to perform interest calculations and account adjustments
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
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
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