Technical Support Specialist (talech) - Omaha, NE Remote

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. 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.

Job Description At U.S . Bank, we are passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we are one of the country's most respected, innovative, and successful financial institutions. 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.

talech is an innovator in the POS (POINT OF SALE) space for small and medium businesses (SMB). The Palo Alto-based FinTech helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. We support the growing numbers and needs of > 20,000 customers in North America and EMEA. In late 2019 talech was acquired by US Bank and is now a division of the company

About The Role

This is a work from home / remote opportunity.

We are looking for applications from those who currently reside within the following Areas: Omaha, NE .

talech seeks to expand its Customer Care team with the addition of Tier 1 Support Agents. This is a new, fully remote team and we are looking for enthusiastic, driven team members.

At talech , we are passionate about our customer’s success, and we are foraging this path with innovative technologies. We are looking for tech- centric individuals who are interested in helping small business navigate our solutions and resolve technical roadblocks. In this fully remote position , you will help us shape the future of work on this ground-breaking team.

In th is role , you can expect to be challenged with an ever evolving and software and hard ware solutions . You will grow and learn every day as you dig in and problem solve with customers by listening deeply & actively teaching . Become a customer advocate by helping small business owners succeed in a fast-paced , data-driven world.

Following 4 weeks of paid training, you will transition into your new team and - with the support from a tenured team member - start digging into customer emails, phone calls and chats. Shifts are 8 hours in length and are on a rotating schedule that includes a combination of weekdays, weekends, and holidays. This is a permanent full-time role, 40 hours a week.

Core Duties

• Our operation consists of phone, email & chat channels, which are open 24/7

• Offered Schedule - Hours vary between 7 :00 a.m. CT and 2:00 a.m. CT , 7 days a week

• Be the first line of defense and resolve inquiries via phone, live chat & email queues

• Consistently a pply strong listening skills to assess the customer’s situation

• Respond with urgency and compassion for their unique circumstance

• Diligently research to propose the best solution

• Build a teamwork-like trust by asking questions and troubleshooting together

• Accurately r ecord customer information and troubleshooting steps in Salesforce.

• Follow established Standard Operating Procedures (SOPs) when troubleshooting customer issues

• Work in collaboration with our engineering, product and support operation teams by identifying patterns in customer issues, escalating critical issues, and suggesting helpful improvements

• Adhere to a daily schedule and have great attendance

• Take charge of your career path by owning your own development through : reflection, receiving feedback, and preparing to discuss growth opportunities

• Meet performance expectations including AHT (Average Handle Time), CSAT (Customer Satisfaction), and SLAs (Service Level Agreements)
  

Qualifications

• High school diploma or equivalent

• 2+ years of work experience in a related role in technology, hospitality, or customer support
  

Preferred Experience

• Previous experience troubleshooting and resolving technical issues

• Strong written and oral communication skills

• Strong interpersonal , analytical , and decision-making skills

• Experience working with various SaaS solutions

• Point of Sale experience

• Ability to provide top-notch customer service while troubleshooting technical issues

• Ability to match the customer’s technical ability and pacing

• Strong problem-solving and software navigation skills

• A bility to handle difficult customer calls with professionalism

• Ability to identify and resolve/escalate complex problems with minimal guidance

• Bilingual in French/Spanish

• Proven commitment to customer service and a genuine passion for helping customers

• Thrive in a fast-paced, high-volume environment while possessing a high level of understanding, patience, and empathy

• Familiarity with talech , Toast, Square, Upserve , Micros, Aloha, NCR, or Revel POS

• Experience with POS software, iPad/iOS, credit card readers, and printers

• Experience working with small businesses in Retail, Restaurants and/or Services
  

Work Environment

• Top consideration for candidates located in/near Omaha, NE

• Able to work full-time hours ( 8-hour shifts). Your set schedule will be discussed during the interview. All team members will work on some of the holidays on a rotating basis.

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:
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .

EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.

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. Learn more about the E-Verify program .

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $18.00 - $18.94 - $20.83

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

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