Note: The job is a remote job and is open to candidates in USA. U.S. Bank is on a journey to enhance customer experiences and support community growth. They are seeking a Tier 3 Technical Support Engineer to provide advanced technical support and collaborate with various teams to improve processes and troubleshoot technical issues.
Responsibilities
- Provide Tier 2 agents with mentor support when dealing with a difficult or unfamiliar technical issue through detailed case notes – serving as the process, policy, and technical subject matter expert
- Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted
- Provide insightful analytical data to both the applicable product teams and support leadership to have a clear understanding of technical issues that require additional attention. Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved
- Be a direct point of contact for customer installs and drive go-live for businesses while working with our professional services teams
- Engage with leadership and partners as a subject matter expert to drive a uniformity of communication and provide helpful insight
- Help preparing support team via readiness for platform changes such as releases, enhancements, hotfixes, and etc
- Perform validation of releases from a user end perspective
- Creating process workflows chartered to support's needs
- Assist with high level projects through additional tasks that drive enhancements
Skills
- Bachelor's degree, or equivalent work experience
- One to three years of experience in project management activities
- Thorough knowledge of project management; and experience with project level tasks
- Previous experience with POS systems - including advanced HW and SW troubleshooting and familiarity with merchant needs
- Basic knowledge of assigned business line or functional area
- Strong organizational and analytical skills
- Excellent verbal and written communication skills
- Experience with Microsoft Office Suite, PowerAutomate, MS Lists, and Sharepoint
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
Company Overview
At U.S. It was founded in 1968, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 10001+ employees. Its website is http://www.usbank.com.
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