Client Support Representative II

About the Company

Jack Henry is a leading technology provider dedicated to transforming the financial services industry. We are committed to delivering innovative, secure, and user-centric solutions that empower community banks and credit unions to better serve their customers. Our mission is rooted in fostering people-inspired innovation, creating seamless digital banking experiences, and promoting a culture of collaboration, purpose, and excellence. With a focus on cutting-edge technology and a strong emphasis on associate well-being, we strive to make a positive impact on the communities we serve and the industry at large.

About the Role

The Technical Support Representative – Payment Solutions plays a vital role within our Client Support team, providing essential assistance to financial institutions utilizing our iPay products. The successful candidate will serve as the first point of contact for clients seeking support with bill pay education, site navigation, issue resolution, and basic technical troubleshooting. This position requires delivering exceptional customer service through inbound calls and online chats, ensuring that client inquiries and issues are resolved efficiently and effectively. The role involves participating in ongoing training to stay current with product updates and upgrades, and documenting all interactions thoroughly. This is a remote position, offering flexibility and the opportunity to work from home, provided the candidate resides within approximately a 70-mile radius of Louisville, KY. The role offers a competitive salary range of $38,650 to $58,150, based on experience and location, with scheduled training hours from 8:30 AM to 5:00 PM EST, Monday through Friday, and subsequent shifts between 9:00 AM and 8:00 PM EST.

Qualifications

• Minimum of 1 year of technical or product support experience within a corporate environment
• Previous experience working in a call center setting
• Associate’s or Bachelor’s degree (preferred)
• Experience working in a banking or credit union environment (preferred)
• Strong communication skills, both verbal and written
• Ability to troubleshoot technical issues effectively
• Excellent documentation skills
• Ability to learn and adapt to new product features and updates

Responsibilities

• Provide level one troubleshooting support for financial institutions using iPay products
• Assess client issues by asking detailed questions, documenting problems, and providing solutions
• Communicate with clients via phone and chat to assist with product use and resolve issues
• Research and escalate complex issues to higher support levels as needed
• Participate in training sessions to stay informed about product updates and enhancements
• Maintain detailed records of all client interactions and issues
• Collaborate with team members to improve support processes and knowledge base
• Perform additional duties as assigned to support team objectives

Benefits

• Comprehensive health, dental, and vision insurance
• Retirement savings plans with company matching
• Paid time off and holidays
• Flexible work arrangements and remote work opportunities
• Professional development and training programs
• Inclusive and supportive company culture
• Wellness programs and resources to support mental and physical health

Equal Opportunity

At Jack Henry, we believe in fostering an inclusive environment where diversity is valued and all individuals are treated with respect. We are an equal opportunity employer committed to providing fair employment practices without regard to race, color, religion, gender, gender identity, sexual orientation, age, disability, genetic information, marital status, veteran status, or any other protected characteristic. We prohibit discrimination, retaliation, and harassment of any kind and encourage all qualified candidates to apply, regardless of background or circumstance. Our commitment to diversity and inclusion ensures that everyone has the opportunity to contribute and succeed within our organization.