Jack Henry & Associates is a company focused on delivering technology solutions to community banks and credit unions. The iPay Solutions Contact Center Product Support Representatives provide customer service through inbound phone and chat support, assisting subscribers with issues related to bill pay website and mobile applications.
Responsibilities
- Providing timely product support by assessing, researching and/or resolving the issue in a single resolution
- Maintaining a strong level of professionalism working to establish a positive rapport with every customer via call, chat, or case and using required security protocol to verify customer information
- Documenting product issues and enhancements escalating information to leadership and complex customer inquiries or system issues for resolution to the appropriate recipient
- Assisting customer with new account set up and performing maintenance for existing accounts
- Actively participating in various group meetings including but not limited to team meetings, one-on-one discussions, and quality review sessions
- Maintaining expected call center metrics
- May perform other job duties as assigned
Skills
- Minimum 1 year of customer service experience. (customer facing OR phone customer support)
- Must have the ability to communicate clearly and understandably
- Must be able to work an assigned shift. Please note there is no flexibility or changes to this shift after it is accepted. Shift would be between the hours of 9am-10pm ET, Monday – Friday. An 8-hour shift will be confirmed if a job offer is extended
- Must be able to work a training schedule for first 6 weeks from 8:00am – 5:00pm ET, Monday - Friday
- Candidates will need to acquire (at their own cost) the following speeds to maintain a work from home status (Hybrid or full time remote). 20 mbps download speed, 10 mbps upload speed
- Call Center experience
- Ability to be calm, courteous, and communicate clearly when assisting customers
Company Overview
Jack Henry (Nasdaq: JKHY) is a well-rounded financial technology company that strengthens the connections between people and their financial institutions through technology and services that reduce the barriers to financial health. It was founded in 1976, and is headquartered in Monett, Missouri, USA, with a workforce of 5001-10000 employees. Its website is http://www.jackhenry.com.