Note: The job is a remote job and is open to candidates in USA. U.S. Bank is a financial services company that supports customers, businesses, and communities. The Technical Helpdesk Representative provides phone, email, and chat-based technical assistance to commercial credit card clients, including system walkthroughs, troubleshooting, issue escalation, follow-up, documentation, and after-hours support.
Responsibilities
- The Technical Help Desk supports U.S. Bank clients with their commercial credit card programs by providing technical assistance through phone, email, and chat to ensure a positive client experience with our online commercial card management platforms
- This role combines hands on client assistance with system walkthroughs, troubleshooting, complex issue escalations, follows up with users to ensure problem resolution, and after hours support responsibilities
- As the Technical Help Desk Representative, you will play a vital role in ensuring service excellence by completion of daily tasks, and resolving complex issues
- You will maintain documentation of all activities and become a contributor to the successes of the team
- The Technical Helpdesk Representative will be covering the swing shift of 1pm – 9:30pm and rotating weekend shifts after the completion of trainings
- This role is responsible for supporting Federal Government accounts and requires passing a post-employment screening administered by the General Services Administration (GSA) which includes criminal and background checks
Skills
- High school diploma or equivalent
- Two to three years of experience as a Telecommunications CSR
- Two or more years of experience within customer service or technical support
- Well-developed verbal and written communications skills
- Proficient computer skills using a variety of software packages including Microsoft Office applications
- Effective problem-solving and negotiation skills
- Experienced at resolving difficult customer calls
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
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution
- Pension (all benefits are subject to eligibility requirements)
Company Overview