Note: The job is a remote job and is open to candidates in USA. U.S. Bank is a financial services company that helps customers, businesses, and communities make better financial decisions and grow. The Technical Helpdesk Representative provides technical assistance to commercial credit card clients through phone, email, and chat, including system walkthroughs, troubleshooting, complex issue escalation, and follow-up. The role also maintains activity documentation and provides swing-shift and rotating weekend support in a 24-hour help desk environment.
Responsibilities
- Providing technical assistance through phone, email, and chat to ensure a positive client experience with our online commercial card management platforms
- Support and guide our valued clients while delivering exceptional technical support
- Hands on client assistance with system walkthroughs, troubleshooting, complex issue escalations, follows up with users to ensure problem resolution, and after hours support responsibilities
- Ensuring service excellence by completion of daily tasks, and resolving complex issues
- Maintain documentation of all activities and become a contributor to the successes of the team
- Supporting Federal Government accounts
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
Company Overview