Jack Henry and Associates Technical Support Representative II (Payment Processing) in Allen, Texas
Jack Henry & Associates is seeking the talented, the focused and the ambitious to join our team of technical support representatives. JHA currently has an opening available in our Allen TX Office to join our team of Payment Processing Support Representatives. This group of dedicated and brilliant technical support representatives provides customer support services to our Direct Merchants, Independent Sales Organizations (ISO), Value Added Reseller (VAR) Partner business customers. We are a first call resolution model support center and also offer case and email support to our customers. Our group handles issues related to merchant ACH processing, Check21 transactions, credit card processing and other topics related to payment processing. We provide solutions to technical issues, as well as assist with operational and procedural issues as it relates to merchant payment processing.
As a JHA associate you are more than just an employee, you are a valued member of the organization that is dependent on you and your success! JHA stresses a company culture that encourages you to think outside the box and to grow in your professional career! As a JHA employee you will enjoy a casual and relaxed work environment, a terrific benefit package, and a generous PTO and holiday plan that allows you to maintain a work life balance!
Please note that this position is only available in our Allen TX, office.
2 years working experience in a financial institution, technical support, or an IT help desk role
Must be able to work any shift that could cover the hours of 7:00 am to 8:00 pm
Bachelor’s degree in Business, Computer Science, Finance, Accounting
Experience providing operational or technical support for payment processing
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 calls, 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.
May assist in training new employees or serve as go-to person for team members outside of the assigned support group.
Equal Employment Opportunity
Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
Females, minorities, veterans, and individuals with disabilities are encouraged to apply.