Banking Technical Support Representative II General information Press space or enter keys to toggle section visibility JobID 15514 Position Level Individual Contributor Team Implementation & Support Working Time Full-Time Position Type Regular Travel Requirements 0% Workplace Type Remote Description & Requirements Press space or enter keys to toggle section visibility 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. Jack Henry is seeking a Banking Technical Support Representative to join our Enterprise Payment Solutions Ensenta team. In this role, candidates 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-JH relationship. Shift Flexibility is needed to maintain the operational hours for a team of 9. 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. This position can be worked remotely within 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. + 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 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 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 support experience. + Must be able to work a shift that will be Monday to Friday 10amCST - 7pmCST. 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 payment processing, specifically, Mobile Payments, ATM’s, Transaction Files. + Understanding of Financial Institution Products and technological Services. + Call center experience. + Ability to manage several queues at once. + Experience supporting customers for escalated technical issues. 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 (https://careers.jackhenry.com/yourexperience#our-benefits-anchor) to ensure the physical, mental & financial well-being 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 (https://discover.jackhenry.com/corporate-sustainability) 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 discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations. 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