Elavon Software Technical Support Tier 2 - Escalation Support
About The Position
The Software Technical Support Tier 2 team provides advanced technical assistance to merchants and internal support teams within Elavon. The role serves as 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 position combines technical troubleshooting with customer service. The role involves investigating issues, communicating clearly with customers, and explaining complex technical situations in an understandable way. Support is provided by phone, email, and chat; the position is currently approximately 70% phone-based, with the remaining time divided between chat and email or project work. The regular schedule is Monday through Friday, 12:30 PM–9:00 PM Eastern Time. Training follows a Monday through Friday, 8:30 AM–5:00 PM Eastern Time schedule; training duration was not established. The position was discussed as fully remote. The requisition identifies Mississippi, Arizona, Colorado, and Tennessee, though the recruiting search is not limited to those locations.
Requirements
- Technical support or advanced troubleshooting experience is relevant.
- Experience supporting technology directly with customers is relevant.
- POS system or payment-terminal troubleshooting experience is relevant.
- Merchant services or payment-processing experience is relevant.
- Payment gateway experience is relevant.
- Converge experience is relevant.
- Experience in technical customer-support environments emphasizing both technical proficiency and customer service is relevant.
- Computer science education or other demonstrated technical learning or development is relevant.
- Strong hands-on technical troubleshooting ability and effective verbal communication and customer-service skills are sought.
Nice To Haves
- Prior awareness or familiarity with EPG (Elavon Payment Gateway).
- Experience troubleshooting POS systems, merchant terminals, payment technology, or similar technical products.
- Exposure to merchant services, payment processing, payment gateways, or Converge.
- Interest in continuing to grow technically and learn new platforms.
- Experience in a technical customer-support environment such as Apple, combining technical troubleshooting and customer-service expectations.
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 requiring 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 coverage.
- Basic term and optional term life insurance.
- Short-term and long-term disability coverage.
- Pregnancy disability and parental leave.
- 401(k) and employer-funded retirement plan.
- Paid vacation of 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.
- Incentive and recognition programs.
- Equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
