Technical Help Desk Representative

 

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 and enabling the communities we support to grow and succeed.  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 at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Technical Helpdesk Representative role 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. Technical Helpdesk Representatives regularly address client issues by listening to clients, troubleshooting potential root causes of issues and determining the appropriate course of action with the ultimate goal of final issue resolution and maximum client satisfaction. This is a key client support role that works closely with our account management teams and is a team orientated position.
 

• 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.

• This team operates a 24-hour, 7 day a week support center model. There may be times when the representative would need to be available to cover nights, weekends, and holiday shifts.

• This position does include shift premium pay of up to 15%.

• Required shift: 8am -4:30pm central time

 
Basic Qualifications

• High school diploma or equivalent

• Two to three years of experience within Customer Service

 
Preferred Skills/Experience

• Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service

• Good verbal and written communications skills

• Proficient computer skills using a variety of software packages including Microsoft Office applications

• Effective telephone and interpersonal skills

• Good problem-solving and negotiation skills

• Ability to handle difficult customer calls

• Ability to identify and resolve/escalate problems

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: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

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.

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