Technical Help Desk Representative

About U.S. Bank

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: Technical Help Desk Representative

The Technical Help Desk Representative supports U.S. Bank clients with their commercial credit card programs by providing essential technical assistance via phone, email, and chat. This role is crucial for ensuring a positive client experience with our online commercial card management platforms. Technical Help Desk Representatives regularly address client issues by actively listening, troubleshooting potential root causes, 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 position that collaborates closely with our account management teams and emphasizes a team-oriented approach.

This role specifically involves supporting Federal Government accounts, necessitating the successful completion of a post-employment screening administered by the General Services Administration (GSA), which includes criminal and background checks. This team operates within a 24-hour, 7-day-a-week support center model. Therefore, there may be requirements for the representative to be available for night, weekend, and holiday shifts. This position includes shift premium pay of up to 15%. The required shift is 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 client assistance while maintaining high customer service levels
• 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

Benefits and Culture

U.S. Bank offers a comprehensive benefits package designed to support team members' health, financial security, and peace of mind. Benefits include healthcare (medical, dental, vision), life insurance, short-term and long-term disability, parental leave, 401(k) with employer contributions, paid vacation, paid holidays, and adoption assistance. U.S. Bank is an equal opportunity employer and participates in the U.S. Department of Homeland Security E-Verify program.

The salary range for this role is $22.50 - $30.00 per hour, with the actual range potentially differing based on location. In addition to salary, U.S. Bank provides a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, 401(k) contributions, and pension (all benefits are subject to eligibility requirements).

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Client Relations
• Issue Resolution
• Commercial Credit Cards
• Online Platform Support
• Communication Skills
• Problem Solving
• Microsoft Office