About this role
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
The Tier 3 team is focused on improving the customer experience at a high-level approach with working directly with our Tier II, Product, and Engineering, Onboarding and PLS Teams to validate bugs and ensure all teams are aligned with processes, advanced technical product knowledge, and user cases along with being a resource to provide a broad range of advanced technical support to the customer success team and our partners.
This role will work Monday through Friday (9am-5pm EST).
Daily Responsibilities:
Technical Subject Matter Expert: Provide Tier 2 agents with mentor support when dealing with a difficult or unfamiliar technical issue through detailed case notes – serving as the process, policy, and technical subject matter expert.
Enhanced bug identification: Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted.
Bug impact Analysis: Provide insightful analytical data to both the applicable product teams and support leadership to have a clear understanding of technical issues that require additional attention. Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved.
Advanced technical troubleshooting: Be a direct point of contact for customer installs and drive go-live for businesses while working with our professional services teams.
Engage with leadership and partners as a subject matter expert to drive a uniformity of communication and provide helpful insight.
Release Readiness: help preparing support team via readiness for platform changes such as releases, enhancements, hotfixes, and etc.
Perform validation of releases from a user end perspective.
Creating process workflows chartered to support's needs
Assist with high level projects through additional tasks that drive enhancements
Basic Qualifications
Bachelor's degree, or equivalent work experience
One to three years of experience in project management activities
Preferred Skills/Experience
Thorough knowledge of project management; and experience with project level tasks
Previous experience with POS systems - including advanced HW and SW troubleshooting and familiarity with merchant needs
Basic knowledge of assigned business line or functional area
Strong organizational and analytical skills
Excellent verbal and written communication skills
Experience with Microsoft Office Suite, PowerAutomate, MS Lists, and Sharepoint
This position is not eligible for visa sponsorship
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
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
Review our full benefits available by employment status here.
U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $66,640.00 - $78,400.00U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
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.
Posting may be closed earlier due to high volume of applicants.
Other facts
About U.S. Bank National Association
YOUR ELAVON
We pride ourselves on delivering exceptional payment experiences, whether customers tap, insert, or swipe. Pay online, mobile, or in-person. Our fast and secure payment solutions are tailored to meet the needs of any business.
For more than 30 years, Elavon has been a leader in payment processing. Backed by cutting-edge software and technologies, we serve more than 1.5 million customers across 36 countries.
We grow with you — whether your business is large or small, local or international. We help you drive revenue and customer satisfaction with our tailored solutions that are designed to meet the needs of your industry.
Visit elavon.com or call 1-877-754-1095* to learn more about our wide range of innovative solutions and services. Discover how our customer-first approach will help you grow your business, set you apart from competitors and strengthen your brand.
We accept relay calls
ELAVON BY THE NUMBERS*
• A global leader in payment processing for more than 30 years
• Consistently rated among the top five global payment providers in the world
• Backed by the strength and stability of U.S. Bank, the fifth largest commercial bank in the U.S.
• More than 1.5 million customers in over 36 countries
• Processing more than 6.2B total transactions annually in over 131 currencies
• Partnerships with more than 650 banks worldwide
• Multilingual customer service available 24/7/365
Nilson Report, 2020/2021
What you'll do
- The Tier 3 Technical Support Engineer will provide advanced technical support and mentorship to Tier 2 agents, engage with product and engineering teams for bug identification and fixes, and assist with customer installations. They will also prepare the support team for platform changes and create process workflows.
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