Job description
At Jack Henry & Associates, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.
We are seeking a Technical Support Representative to join our Enterprise Payment Solutions team. In this role, candidates will provide product support to customers via the telephone and or case management system. Using product knowledge, you will provide the highest level of service to resolve the customer’s issues and restore the customer to fully functioning status, while strengthening the customer-JHA relationship. The Technical Support Representative will be working with users and providing basic training of products, troubleshooting issues with product interfaces such as internet browsers, troubleshooting ACH banking product software and applications. This team can see on average of over 1,000 cases/calls per month. Ideal candidates will have knowledge of supporting customers for escalated technical issues and a banking or financial institution background.
The EPS Client Services team provides customer service to our financial institutions and partners. This team serves as the first point of contact and call resolution support center offering case support to the customers. Candidates will be joining a team of 6 employees.
This position can be worked remotely throughout the U.S.
What you’ll be responsible for:
- Provides level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.
- Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
- Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.
- Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
- Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue.
- Participates in training programs to continuously improve product knowledge and service skills.
- May manage hardware capacity and performance and assess hardware needs.
- May perform other job duties as assigned.
What you’ll need to have:
- Minimum of eighteen months of experience in a financial institution or technical support role.
- Candidates must be able to work any 8 hour shift between the hours of 8am ET – 8PM ET Monday – Friday.
- This position may require working occasional weekends.
What would be nice for you to have:
- Developing professional expertise. Works on non-complex to moderately complex projects. Exercises judgment within defined procedures and practices.
- General knowledge of the financial industry, as it relates to banks and credit unions.
- General knowledge of in payment processing, specifically electronic payments and transaction files.
- Able to use support tools to identify or recreate customer issues.
- Able to identify and resolve application and service issues.
- Able to provide outstanding customer service, as it relates to corporate policies and standards.
- Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.
- Able to learn multiple software programs proficiently
- Able to multi-task and work independently as well as in a group environment.
If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry’s mission and can contribute to our company in a variety of ways.
Why Jack Henry?
At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company’s strength and success depends on their well-being.
We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.
Culture of Commitment
Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.
Equal Employment Opportunity
At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.
No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.
Requests for full corporate job description may be requested through the interview process at any time.
jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.