Elavon Software Technical Support Tier 2 - Escalation Support

Description

The team gives advanced technical help to merchants and to the company's internal support staff. It is the escalation point for harder technical problems and advises Tier 1 and other support groups.

The company is a payment processor and a wholly owned subsidiary of a larger bank. It serves over 1.5 million customers worldwide, covering transaction processing, customer service, and new payment products built on current technology.

The team currently supports the company's existing payment products and is building its knowledge of the company's payment gateway, which is becoming a larger part of the payment setup.

Responsibilities

• Give merchants Tier 2 troubleshooting and technical support for problems they are facing.
• Act as the escalation resource for Tier 1 and advise other internal support teams on technical questions.
• Troubleshoot problems involving the company's software, payment technology, POS systems, and merchant terminals.
• Work with merchants and internal partners by phone, email, and chat.
• Take over escalated merchant cases that need deeper technical skill.
• Investigate issues and explain the fix or the next steps clearly.
• Keep building your knowledge of the payment gateway as the company expands its use of it. The role is about 70% phone work, with the rest split between chat and email or project work.

Requirements

• You need a mix of technical troubleshooting skill and strong customer service. Technical knowledge matters, but so does explaining things clearly to customers who may be frustrated by complicated problems.
• Experience that may count includes the following:
• Technical support or advanced troubleshooting
• Direct customer-facing technical support
• Troubleshooting POS systems or payment terminals
• Merchant services or payment processing
• Payment gateway work
• Work with the company's payment software
• A computer science education or other proof of technical learning
• Technical customer-support work where both technical skill and customer service are expected, such as at Apple, is a strong transferable background.
• You do not need full gateway training on arrival. Familiarity with the platform helps, but the existing team is still building its own expertise.
• Would help you stand out:
• Hands-on technical troubleshooting you can point to
• Diagnosing problems yourself rather than only following standard support scripts
• Strong verbal communication and customer service
• Troubleshooting POS systems, terminals, payment technology, or similar products
• Exposure to merchant services, payment processing, gateways, or the company's software
• Interest in growing technically and learning new platforms

Conditions

The role was described as fully remote. The job listing names Mississippi, Arizona, Colorado, and Tennessee, but the hiring manager said the search is not limited to those locations.

Regular hours are Monday to Friday, 12:30 PM to 9:00 PM Eastern Time.

Training runs Monday to Friday, 8:30 AM to 5:00 PM Eastern Time. The length of training has not been set.

Accommodations for a disability are available during any part of the application or hiring process. Ask about the company's applicant accommodation process.

Benefits

• Healthcare with medical, dental, and vision coverage
• Basic term life insurance, with optional term life coverage
• Short-term and long-term disability cover
• Pregnancy disability and parental leave
• 401(k) plus an 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 accrues at one hour for every 30 hours worked, up to 80 hours per calendar year, unless the law provides otherwise
• Full benefit details are available by employment status on the company's benefits page.