EPS Risk Management & Reseller - Technical Support Representative III

General information

Position Level Individual Contributor Team Implementation & Support Working Time Full-Time Position Type Regular Travel Requirements 10% Workplace Type Hybrid Preferred Location Allen, TX Additional Locations Lenexa, KS, Louisville, KY, Monett, MO, Springfield, MO

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.

Enterprise payment solutions provides 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.

The standard work schedule will be 9:00 a.m. to 6:00 p.m. Central Time. The role also requires participation in at least one Sunday per fiscal year for release testing, as well as inclusion in the on-call rotation, which runs Monday through Sunday once per month.

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;
Monett, MO; or Louisville, KY.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

• Providing support for our Enterprise Payment Solutions Smart Pay applications and Application Programing 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, web messages, emails, and cases and resolving in accordance with Service Level Standards.
• Staying up to date on latest enhancements and features to our products through participating in ongoing training programs.
• May perform other job duties as assigned.

• Minimum of 2 years of experience in banking operations AND 2 years of technical support either in person or over the phone within a financial institution for a combined 4 years of experience.
• Ability to work at least one Sunday per fiscal year for release testing.
• Ability to work in an on-call rotation Monday through Sunday once per month.
• 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.

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

At Jack Henry, we live by the motto: “Do the right thing, do whatever it takes, and have fun.” It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer "comprehensive benefits" designed to support your physical,…