Applications Trainer. (Former Employee) – Monett, MO – September 28, 2016
Jack Henry was a great place to work. Had a lot of adventure with traveling to different cities. Learned different applications on the computer, and with data entry. People that I worked with were informational and willing to share information.
Working to resolve issues within the system was the hardest part of the position.
Most enjoyable part of the job was traveling and meeting people from different parts of the United States.
Customer Service Representative (Former Employee) – Elizabethtown, KY – September 26, 2016
Great company. I was at the beginning of growth that jumped an average daily call log from 600 to 3000. The company grew faster than it could fill the positions needed to handle the new volume which made for a stressful work environment. Training was non existent when it came to new process' and system changes which pushed a high stress level in the building,
Pulling the paper and the envelopes for the job I was working on. The hardest part sometimes was how heavy some of the paper was but I pressed my way through. I really enjoyed what I did and my co-workers.
Administrative Assistant II (Current Employee) – Allen, TX – August 18, 2016
My job has a great environment to work in. I do a variety of tasks daily. Every day is different and challenging. The people I work with are loyal, sincere, hard working. I would say the toughest part of my job is the monthly forecast that has a short turnaround time. I am required to do multiple reports for 3 different regional directors and have them done within 2 days. Every month I manage to meet that deadline and still do my daily tasks.
Technical Support Representative (Former Employee) – Allen, TX – May 30, 2016
As a TSR, a typical day at work involved taking calls from banks and businesses to assist them with the payment processing software and the associated check scanning devices.
This in itself is not too complicated but there are a few key issues that can impede the ability to successfully help someone when they call, and the blame doesn't fall squarely on one entity:
1. Profitstars doesn't have a very large development group making the software, so updates tend to come along slowly, and when there are bugs (every single update they did had something that was broken), it would be quite some time until it was fixed. This could be very problematic if you found yourself in a situation where you really could not fix the caller's issue.
2. System requirements for the software are communicated, but before, and during a large portion of my time there, we were asked to be too lax about these things. This came full circle and created some real issues when Microsoft no longer supported Windows XP (which way too many customers of this company use), or when we were asked to no longer support customers using Windows virtually on their Macs as the software didn't work well with that, wasn't ever supported for it, but for a long time we had to at least assist for some reason. When it came time to enforce that we wouldn't work with XP, wouldn't assist with Parallels, etc, this obviously created a lot of problems for customers who were used to otherwise. In short, the enforcement of system requirements should have been strict from the start.
3. Do to the sometimes wishy-washy naturemore... of enforcing requirements, etc, this created a customer culture of expecting their problem to be solved, no matter the situation, down to outright lying (IE: "I have Windows 7/8" - when they were on XP, or a Mac) which would greatly confuse the troubleshooting process, lead to angry calls, and bad reviews against you.
4. Far too often, suggestions from the support team would go unheeded by the company, many suggestions were very good as we were all working together to help streamline things to provide a better service to customers and a better environment for us to work in. Instead, we were often swamped with an overblown queue of calls, people angry about having to wait forever to talk to a rep, and problems we could not solve once we were talking to someone.
5. When things get overloaded on account of the listed problems above, it's not uncommon for lunches to be cut in half or mandated to be taken at your desk, and breaks become no-existent...which is a shame because when it gets really rough like that, being able to step away for a breather is more helpful than some might realize.
Aside from the above issues, the work environment is actually not bad when things are going smoothly, it's easy to get along with everyone you work with and when we weren't battered down with technical issues and flooded with calls, it was a fun atmosphere and I very much liked my co-workers. The stress of the problems however took it's toll on me, they became far too frequent when things just weren't working right and after putting a few years in, I had no choice but to step out, regrettably so because the good points were great and I do miss the people I worked with. The technical hurdles with assisting customers, however, just became too much to deal with day in and out and they continued to snowball. I hope things have improved for those who are still there.less
Pay, Benefits, and peer to peer work environment was great.
The overall structure has problems, chief being that suggestions from the "front line" are discarded, and the company makes odd choices on what software and operating systems it will, or will not, support making the usage frustrating for customers, and difficult for TSR's to troubleshoot.
Jack Henry & Associates is a interesting place to work, it is mostly evening hours dealing with processing. There are times when you might get out really late. They do try and have actives for the employees to do.
Fraud Analyst (Current Employee) – Seattle, WA – May 16, 2016
Call center, tracked and monitored on a daily/hourly basis. Management is friendly but the culture is very individualized. Not much opportunity to know your coworkers because everyone is on different schedules.
Implementation Manger (Former Employee) – Springfield, MO – May 3, 2016
Jack Henry & Associates is a great company with a flexible work life balance and a great customer service reputation. Jack Henry is a large company with multiple organizations within it. It takes some time to learn all the product integration points and various processes within all the departments.