Elavon Software Technical Support Tier 2 - Escalation Support

U.S. Bank•Remote, MS, TN

1d•$20 - $22•Remote

About The Position

The Software Technical Support Tier 2 team provides advanced technical assistance to Elavon merchants and internal support teams. This role is an escalation point for complex technical issues and provides consultative support to Tier 1 and other support teams. The team currently supports Converge and is expanding its knowledge and support of EPG (Elavon Payment Gateway). The role combines technical troubleshooting with customer service, including investigating issues, communicating clearly with customers, and explaining complex technical situations in an understandable way. Support is delivered by phone, email, and chat. The position is currently approximately 70% phone-based, with the remaining time divided between chat, email, and project work. The regular schedule is Monday through Friday, 9:00 AM–5:30 PM Eastern Time. The training schedule is Monday through Friday, 8:30 AM–5:00 PM Eastern Time; the training duration was not established. The position was discussed as fully remote.

Requirements

Technical troubleshooting ability and strong customer-service skills.
Ability to communicate effectively with customers facing complicated or frustrating technical issues.

Nice To Haves

Technical support or advanced troubleshooting experience.
Experience supporting technology directly with customers.
POS system or payment-terminal troubleshooting experience.
Merchant services or payment-processing experience.
Payment gateway experience.
Converge experience.
Experience in technical customer-support environments emphasizing both technical proficiency and customer service.
Computer science education or other demonstrated technical learning or development.
Hands-on technical troubleshooting experience and the ability to diagnose issues rather than simply follow standard customer-service processes.
Strong verbal communication and customer-service skills.
Exposure to merchant services, payment processing, gateways, or Converge.
Interest in continuing to grow technically and learn new platforms.
Prior awareness or familiarity with EPG; candidates do not need to arrive fully trained on the platform.
Technical customer-support experience such as Apple support, identified as a potentially strong transferable background.

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.
Handle escalated merchant interactions that require additional technical expertise.
Research and troubleshoot issues while clearly communicating solutions and next steps.
Continue developing knowledge of EPG (Elavon Payment Gateway) as the organization expands its use of the platform.

Benefits

Healthcare, including medical, dental, and 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Comprehensive benefits package, including incentive and recognition programs, equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.