[Remote] Digital Commercial Support - Technical Support III

Note: The job is a remote job and is open to candidates in USA. Jack Henry & Associates is a technology company focused on redefining how community banks and credit unions connect with their customers. The Technical Support Representative will manage and resolve incoming support requests, ensuring customer needs are understood and addressed while maintaining strong customer relationships.


Responsibilities

  • Provides level one troubleshooting. 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
  • Researches 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
  • 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
  • May assist in training new employees or serve as go-to person for team members
  • May manage hardware capacity and performance and assess hardware needs
  • May perform other job duties as assigned

Skills

  • A minimum of 4 years of onsite/phone customer support experience within banking or digital banking environments
  • Experience working or supporting customers through case management tool/software such as Salesforce, ServiceDesk, Jira OR Peoplesoft/JSource
  • Must be able to work a schedule to work 9.30am-6.30pm CST with the ability to work an on call rotation 1 week 2 months
  • Bachelor's Degree
  • Experience in Software Implementation
  • Experience working with SilverLake, CIF 20/20, or any Jack Henry products

Benefits

  • Comprehensive benefits designed to support your physical, mental, and financial health

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.

    • Company H1B Sponsorship

  • Jack Henry has a track record of offering H1B sponsorships, with 7 in 2025, 10 in 2024, 14 in 2023, 10 in 2022, 9 in 2021, 9 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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