Banking Technical Support Representative

Title: Banking Technical Support Representative

Location: Birmingham, AL, Cedar Falls, IA, Charlotte, NC, Lenexa, KS, Louisville, KY, Monett, MO, Springfield, MO United States

Job Description:

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 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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration.  Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

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. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate

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.