Gateway Support Rep 1

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, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. 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. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
Job Description

About the Role

Join U.S. Bank's Gateway Support team and become the first line of technical support for businesses that rely on payment processing technology to run their operations. In this role, you'll help merchants troubleshoot payment gateway, software, and hardware issues while delivering exceptional customer service.

This position is ideal for someone who enjoys solving technical problems, helping customers, and learning new technologies in a fast-paced support environment.

What You'll Do

- Handle inbound technical support calls from merchants and business clients.

- Diagnose and troubleshoot payment gateway, software, and hardware issues.

- Guide customers through technical troubleshooting steps over the phone.

- Document customer interactions and troubleshooting activities accurately.

- Support email inquiries between calls.

- Collaborate with team leads and Tier 2 support teams when escalations are required.

- Communicate effectively with customers during high-pressure situations and service disruptions.

- Stay current on new technologies, system updates, and business processes.

What We're Looking For

Required Qualifications

- 1+ years of technical support, help desk, call center, or customer service experience.

- Basic troubleshooting experience with software, hardware, or technical systems.

- Strong verbal communication skills.

- Ability to explain technical concepts to non-technical individuals.

- Strong customer service and problem-solving skills.

- Ability to multitask across phone conversations, documentation, and team communications simultaneously.

Preferred Qualifications

- Associate's degree or coursework in Information Technology, Computer Science, or a related field.

- Technical certifications or technical training.

- Previous call center or IT support experience.

- Experience supporting payment systems, point-of-sale systems, financial services technology, or merchant services.

Success in This Role

Successful team members are:

- Curious and technically minded.

- Calm under pressure.

- Excellent communicators.

- Customer-focused.

- Adaptable and eager to learn.

- Strong problem solvers who enjoy troubleshooting complex issues.

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