Banking Technical Support Representative
Jack Henry & AssociatesAbout the role
At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you.
Jack Henry is seeking a Banking Technical Support Representative to join our Enterprise Payment Solutions Ensenta team. In this role, you will provide product support to customers via the telephone and/or internet. 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 Jack Henry relationship.
The EPS Ensenta Client Services team provides customer service to our financial institutions and partners. This team services as the first point of contact and call resolution support center offering case support to the customers. Shift Flexibility is needed to maintain the operational hours for a team of 9.
This is a remote position, with the exception of California. Candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; or Monett, MO; Louisville, KY.
The salary range for this position is $42,000 - $53,000 and will be determined based on location and experience level.
All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.
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.
- Research 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 with a precise understanding of user's issues when the problem needs to be escalated to a higher level.
- Monitors incoming phone calls and/or case assignment queue and resolves in accordance with Service Level Standards (SLS). Use 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 perform other job duties as assigned.
What you’ll need to have:
- Minimum 18 months of experience in customer support (phone or onsite) within a financial institution with some technical customer support experience.
- Must be able to work a shift that will be Monday-Friday 10AM to 7PM Central Time. *Shift is based of staffing needs.
What would be nice for you to have:
- Associate or bachelor’s degree.
- Minimum 12 months of experience in a Bank or Credit Union.
- Knowledge in p
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