[Hiring] Gateway Support Representative 1 @U.S. Bank

Role Description

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.

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.

Requirements

• 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.

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