Technical Support Representative

at  Jack Henry Associates

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.
The Jack Henry Visa/MasterCard Card Services team is seeking a Debit/Credit Card Technical Support Representative to join our team. The Technical Support Representative works in an inbound call center environment working with Financial Institutions to resolve cardholder issues such as card declines and card ordering. The Technical Support Representative will also serve as a direct contact for assigned financial institutions for cardholder transaction disputes.
This position can be worked remotely anywhere in the US. The working hours will be between 8am- 7pm CST. Candidate needs to be able to work until 7:00 pm CT.

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. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility 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.

• Manage Visa/MasterCard dispute caseload and perform chargebacks and monitor case status as appropriate.
• Provides level one troubleshooting and uses support tools to identify or recreate customer issues.
• 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 a precise understanding of user’s issues when the problem needs to be escalated to a higher level.
• Works on non-complex to moderately complex projects and exercises judgement within defined procedures and practices.
• Monitors incoming 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.
• Work with product install team, technical support, web developers and other support teams.
• May perform other job duties as assigned.