Technical Service Consultant

U.S. Bancorp

Job Overview

Location

Field/Home Based, United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• Manage and own telephone and email support queries from customers, partners, and internal stakeholders, ensuring timely and accurate resolution.
• Record, track, and manage customer queries and escalations within CRM systems with precise documentation standards.
• Adhere strictly to agreed Service Level Agreements (SLAs) and response time targets for all support interactions.
• Provide technical support, troubleshooting, and product guidance to customers and internal colleagues on payment systems and related platforms.
• Act as the escalation point for complex technical issues that cannot be resolved at first contact, leading resolution efforts to closure.
• Serve as a technical liaison between Customer Service teams and other business departments to align on product functionality and issue resolution.
• Develop and deliver technical training, coaching sessions, and product demonstrations to both internal teams and external customers.
• Conduct quality audits of technical support calls and provide actionable feedback and coaching to support advisors to improve performance.
• Create, update, and maintain technical documentation, knowledge base articles, and user guides within Salesforce Knowledge.
• Collaborate with cross-functional teams to ensure all product and service information remains accurate, current, and accessible.
• Investigate technical complaints, identify root causes, and recommend systemic improvements to prevent recurrence.
• Build and maintain productive relationships with third-party integration partners to support seamless technical operations.
• Drive continuous improvement initiatives by sharing best practices and identifying opportunities to enhance operational efficiency.
• Support system enhancements and testing activities including smoke testing, UAT, and replication testing to validate functionality before deployment.
• Attend and actively contribute to internal and external meetings, providing technical expertise and insights to support decision-making.

🎯 Requirements

• Previous experience in a technical support, application support, technical service desk, or customer service environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience working with CRM systems; Salesforce experience is preferred.
• Experience delivering training, coaching, or presentations to individuals and groups.
• Experience creating technical documentation, knowledge base articles, or user guides.
• Experience within payments, fintech, e-commerce, or financial services environments is preferred.

🏖️ Benefits

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
• Performance-based incentives for eligible employees, awarded through transparent, objective criteria.
• Inclusive equitable benefits focused on financial wellbeing, health & wellness.
• Continuous development opportunities including training, education support, and career progression pathways.
• Employee recognition programs that celebrate achievements and milestones for all.

Skills & Technologies

Onsite

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U.S. Bancorp

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About U.S. Bancorp

U.S. Bancorp is a diversified financial services holding company headquartered in Minneapolis, Minnesota. It operates U.S. Bank National Association, the fifth-largest commercial bank in the United States by assets. The company provides retail, commercial, and wealth management services, including deposit products, lending, treasury management, investment advisory, and payment processing. U.S. Bancorp serves individuals, small businesses, middle-market companies, and large corporations through a network of branches, ATMs, and digital platforms. Founded in 1863, it is regulated by federal and state banking authorities and trades on the NYSE under the symbol USB.

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