Customer Support Representative II - Call Center

Company Name:
Jack Henry and Associates
This critical position exists to provide world-class customer service to the-customers of our financial institutions.- This position is responsible for addressing and resolving in a professional and timely manner, questions, requests and service concerns via the telephone, on-line chat and email.-
-Shift-- 11:00AM to 8:00PM.
Answers incoming calls and/or online cases from external customers in a timely manner.
May assess the nature of the problem and addresses simple and basic support issues.
Researches customer problem/issue to increase personal knowledge and basic familiarity with the supported product and to provide the highest caliber of support possible.
Monitors the call tracking system for application calls and returns calls in a timely manner.
Answers incoming calls and transfers calls to the appropriate party.
Occasionally assists with data entry of departmental statistics into Excel spreadsheets for departmental review.
Consistently maintains call statistics comparable to peers.
May mentor and train lower level Customer Service Reps.
Creates cases regarding the nature of the issue customer is experiencing, and determines the correct support queue to submit the cases to.
Occasionally assists other departments with data entry into jSource, Excel spreadsheets, and/or assists with researching on the web or in jSource.
High school or equivalent required.
Minimum of 1-2 years of experience in a related field; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Strong communication and customer relation skills.
Basic knowledge of company products and
Strong written and verbal communication skills.
Able to type accurately and efficiently at a speed of at least 40 WPM.- Proficient data entry skills.
Ability to be calm and courteous when handling difficult calls and requests.
Able to work on multi-line phones.
Able to work with little or no instruction on routine work.
Proficient in MS Word, Excel, Outlook, and Internet Explorer.
Able to multi-task.
Call center experience a plus.
Banking experience a plus-.
Bilingual-a plus.
Typical office setting with environmentally controlled conditions.- Able to sit for duration of shift (excluding breaks, lunches, and mini-breaks).
Able to work extended hours as business needs dictate.
In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:
Complete quality work within deadlines.
Interact professionally with other employees, customers and suppliers.
Work effectively as a team contributor on all assignments.
Communicate and coordinate work efforts with other employees, customers and suppliers.
Perform other duties as assigned.-
Attend work regularly based on the assigned schedule.
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
REQNUMBER: 1243_341340746

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