Elavon Europe
Technical Service Consultant
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At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.
We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.
Responsibilities
- Manage and own telephone and email support queries from customers, partners, and internal stakeholders.
- Record, track, and manage customer queries and escalations within CRM systems, ensuring accurate documentation.
- Adhere to agreed Service Level Agreements (SLAs) and response time targets.
- Provide technical support, troubleshooting, and product guidance to customers and colleagues.
- Act as an escalation point for complex customer issues that cannot be resolved at first contact.
- Serve as a technical liaison between Customer Service and other business departments.
- Develop and deliver technical training, coaching sessions, and product demonstrations for internal and external audiences.
- Conduct quality audits of technical calls and provide feedback and coaching to advisors.
- Create and maintain technical documentation, knowledge base articles, and user guides within Salesforce Knowledge.
- Collaborate with internal teams to ensure product and service information remains accurate and up to date.
- Investigate technical complaints, identify root causes, and provide recommendations for resolution and improvement.
- Build and maintain relationships with third-party integration partners.
- Drive continuous improvement initiatives, sharing best practices and identifying opportunities for enhanced efficiency.
- Support system enhancements and testing activities, including smoke testing, UAT, and replication testing.
- Attend and contribute to internal and external meetings, providing technical expertise and support.
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Requirements
- Previous experience in a technical support, application support, technical service desk, or customer service environment.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Experience working with CRM systems; Salesforce experience is preferred.
- Ability to manage multiple priorities and deliver results in a fast-paced environment.
- Experience delivering training, coaching, or presentations to individuals and groups.
- Strong attention to detail and commitment to maintaining accurate records and documentation.
- Customer-focused approach with a passion for delivering high-quality service.
- Ability to work collaboratively across multiple teams and stakeholders.
- Experience creating technical documentation, knowledge base articles, or user guides.
- Knowledge of software testing processes such as UAT and smoke testing is an advantage.
- Experience within payments, fintech, e-commerce, or financial services environments is preferred.
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Location expectations
This role is designated as home-based remote.
Accessibility
We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.
Total Rewards
U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.
We offer a market-competitive compensation package that includes:
- Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
- Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
- Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness.
- Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.
- Employee recognition programs that celebrate achievements and milestones for all.
We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.
We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.
Closing Date
Posting may be closed earlier due to high volume of applicants.
We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.
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