General information

JobID: 9913

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Allen, Texas

Travel Requirements: 0%

Description & Requirements

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. 


Enterprise payment solutions provide electronic payment options to our clients and customers. Our team of Technical Support Representatives rely on their technological savviness, their innovation to provide dedicated technical troubleshooting for our product group. This team provides top customer service and support for our Partner Support Group that services Independent Sales Organizations, Value Added Resellers, Direct Merchants, and customers. This position will work from our Allen Office 9:00 am - 6:00 pm Central with at least one Sunday per fiscal year for release testing.


What you’ll be responsible for:


  • Providing support for our Enterprise Payment Solutions SmartPay applications and Application Programming Interfaces for Web Services calls. This will include accurately assessing the customer's issue through asking appropriate questions to understand the need, researching the issue, providing a resolution, and escalating if necessary.
  • Monitoring incoming calls, chats, emails, and cases and resolving in accordance with Service Level Standards.
  • Staying up to date on the latest enhancements and features to our products through participating in ongoing training programs.
  • May perform other job duties as assigned.


What you’ll need to have:


  • Minimum of 3 years of experience in banking operations AND 2 years of technical support either in person or over the phone within a bank or financial institution for a combined 5 years of experience.
  • Ability to work at least one Sunday per fiscal year for release testing.
  • Ability to work the schedule of Monday - Friday 9:00 am - 6:00 pm Central.
  • Flexibility and adaptability to work in a fast-paced changing environment as a member of a team using problem-solving skills to provide quality customer service to our clients.


What would be nice for you to have:    

                                     

  • Experience with Jack Henry products or payment applications.
  • Experience with Application Programming Interfaces and Web Services
  • Experience with SQL Server
  • Experience with desktop sharing software especially BOMGAR.


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.


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