General information

JobID: 8262

Position Level: Individual Contributor

Team: Implementation & Support

Type of Contract: Regular

Locations: Charlotte, North Carolina, Elizabethtown, Kentucky, Remote, Remote

Travel Requirements: 0%

Description & Requirements

The iPay Solutions team is seeking a Technical Support Representative to join our team in Elizabethtown, KY, Charlotte, NC or Remote. The iPay FI Support Team is responsible for providing unparalleled customer service with inbound phone support to bill pay website/mobile application to all of our financial institutions. 

The Technical Support Representative supports financial institutions and subscribers with bill pay education, site navigation, problem resolution, and basic technical support. The calls will primarily be from individual financial institution representatives and subscribers. This is a first call resolution position that requires an individual to define the client’s issue while using available resources to efficiently troubleshoot and resolve.  The Technical Support Representative must multi-task to identify priority issues and escalate when necessary.

The FI Support team is made up of 21 associates. We are mostly located in Elizabethtown, KY with two in Charlotte, NC and two in Lenexa, KS as well as a few remote. We are a team that works hard, but also loves to have fun as we do the right thing. FI Support is a team of leaders who take pride in quality support.

Candidates must be able to work the following shift once assigned:

Training hours: 8:30 AM - 5 PM.

Standard Shift: 12 pm to 8:30 pm Monday to Friday


·       Minimum 1 year of onsite/phone customer support or technical support within a corporate environment.

·       Must be able to work 12 pm to 8:30 pm Monday to Friday after initial training period. 


·       Associate’s or bachelor’s degree preferred. 

·       Technical Support experience.

·       Call center experience.

·       Banking experience.

·       Ability to multi-task.

·       Able to type accurately and efficiently at a speed of at least 40 WPM.

·       Proficient data entry skills.

·       Basic knowledge of specific product(s) supported.

·       Demonstrates communication and customer interaction skills.

·       Works on projects with limited scope and complexity.

·       Follows standard practices and procedures.

·       Possesses analytical and interpretive skills.


·       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.

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. We are committed to a work environment that supports, empowers, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or any other characteristic protected under applicable federal, state, or local law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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.