Technical Support Representative II :SmartPay

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. Our Technical Support team for SmartPay Products is seeking a dedicated Technical Support Representative to assist financial institutions with remote deposit education, site navigation, issue resolution, and basic technical troubleshooting. In this role, you will deliver exceptional customer service through inbound phone calls and online chats, ensuring prompt and effective support. The team is committed to achieving first‑call resolution to enhance client experience. This position will have a set schedule 10:00 AM to 7:00 PM CST, Monday through Friday. Must be able to work on‑call rotation, holidays and after hours. 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; or Monett, MO; Louisville, KY; Birmingham, AL; Charolette, NC. All positions, regardless of location, may require an onsite interview or in‑person onboarding requirement to verify your identity. Responsibilities Provide level‑one troubleshooting, accurately assessing the customer’s product issue or problem and asking detailed questions to fully understand the need. Research customer problems to increase personal knowledge of the supported product and keep current on recent changes and upgrades. Identify and resolve application and service issues and answer general application questions. Provide a precise understanding of user issues to appropriate personnel when escalation is required. Monitor incoming cases and emails and resolve them in accordance with Service Level Standards (SLS). Use available support tools to assist the customer and/or recreate the issue. Participate in training programs to continuously improve product knowledge and service skills. May manage hardware capacity and performance and assess hardware needs. May perform other job duties as assigned. Requirements Minimum 18 months of experience in customer support (phone or onsite) within a financial institution or technical customer support experience. Must be able to work 10 AM to 7 PM CST Monday through Friday. Must be able to work holidays, weekends, or extended hours as business needs dictate. Nice to Have General knowledge of the financial industry, banks and credit unions. General knowledge of specific product(s) supported and basic knowledge of other core and complimentary products. Ability to use support tools to identify or recreate customer issues. Ability to identify and resolve application and service issues. Ability to provide outstanding customer service in accordance with corporate policies and standards. Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines. 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. #J-18808-Ljbffr