EPS Risk Management & Reseller Support - Technical Support Representative III

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.

What you'll be responsible for:

Providing support for our Enterprise Payment Solutions SmartPay applications and Application Programing Interfaces for Web Services calls. This will include accurately assessing the customers 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.

What you'll need to have:

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.

What would be nice for you to have:

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.

Why Jack Henry?

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, mental, and financial health so you can thrive both personally and professionally.

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. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

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.

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 discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.