Technical Support Representative : ESP Customer Support

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. 

At Jack Henry, 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 Banking Support Representative to join our Enterprise Payment Solutions team. In this role, candidates will provide product support to customers via the telephone, a support case application and online remote support. 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 Remit Client Support team provides customer service to our financial institutions and partners. This team services as the first point offering support to our clients.

This is a remote position and 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; Birmingham, AL; Troy, MI. 

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 cases 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 duties as assigned. 

What you’ll need to have: 

• Minimum of 18 months of experience in technical support or customer support role.
• Must be able to work an 8-hour shift beginning at 8AM-CT to 5PM-CT.

What would be nice for you to have: 

• General knowledge of the financial industry, as it relates to banks and credit unions.
• General knowledge of specific product(s) supported and basic knowledge of other core and complimentary products.
• Able to use support