Tier 2 Support Representative - talech

Description

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

Company Summary:

At talech, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!

Job Description:

• Monitor and respond the inbound queue of tickets: Tickets are received into Tier 1 Escalations Inbox and Partner Escalations Inbox. Partner Escalations tickets must be responded to initially within 1 hour of receipt. Most internal escalations will be routed to Tier 1 Escalations unless originated from a Partner email channel.

• Engage Product Team with escalated customer feedback: Clarify and quantify customer needs, connect with Product Team to provide timely and accurate responses to escalated customer feedback. Escalated feedback cases are tickets in which a customer may cancel or lodge a complaint for compensation due to their feature request.

• Engage Engineering Team for bug fixes: Verify and provide repro-steps for all bugs submitted to the Tier 2 escalations que, Ensure bugs are submitted into Asana under ‘Customer Reported Bugs’ project.

• App/Web Behavior Diagnosis: Determine cause of unexpected behavior or issues customers believe to be bugs but cannot provide repro steps i.e.: troubleshoot orders stuck open, unexplained voids, report imbalances, etc. which cannot be answered by Tier 1 Agents

• Log escalations/complaints in relevant escalation doc: Escalations received from Elavon, Complaints made by customers of the above partners are also logged in the relevant tab of the Escalation Log

Basic Qualifications

• High school diploma or equivalent

• Two or more years of customer service experience

Preferred Qualifications:

• Critical thinking & problem solving

• You will encounter undocumented issues or be presented with incomplete information periodically and must be able to discern meaning and intent as well as process and understand descriptions of issues or feature questions in many different contexts using various terminology customers may present to you.

• Patience and determination: The ability to listen carefully, intently, and without becoming agitated; The Tier 2 Team is the highest level of escalation for a case with the Support organization. As such T2 agents are expected to solve all issues presented.

• Solid understanding of talech core concepts (Products, Payment flows, Order Management, Hardware).

• Excellent written and verbal communication skills, including proper spelling and grammar.

• Relevant work history and experience with Google Sheets or MS Excel a plus.

• Reliable: T2 agents must be reliably available on-time as-scheduled.

• At least 3 years experience serving as L1, L2, or L3 Product Support or equivalent customer-facing experience is strongly preferred;

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 (some may vary based on role, location or hours):

• 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

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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.

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, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $24.86 - $27.35

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.