[Remote] Technical Support Rep III: Banking Solutions

Note: The job is a remote job and is open to candidates in USA. Jack Henry is a technology company focused on redefining how community banks and credit unions connect with their customers. The Technical Support Representative III will provide level one troubleshooting and support for customers using 4|sight Check Image solutions, ensuring a high level of customer service and technical assistance.


Responsibilities

  • Provide level one troubleshooting. Accurately assess the customer's product issue or problem. Ask the user well thought out or detailed questions and carefully listen to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem
  • Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keep current on most recent changes and/or upgrades
  • Identify and resolve application and service issues and any other questions that may arise. Answer general application questions
  • Provide appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
  • Monitor 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
  • Participate in training programs to continuously improve product knowledge and service skills
  • May perform other job duties as assigned

Skills

  • A minimum of 4 years of experience in software technical troubleshooting
  • Operations and/or back-office experience in a financial institution
  • Ability to work Monday - Friday (8:00AM – 5:00PM or 9:00AM to 6:00 PM CST). The timeframe is based on a traditional 8-hour workday with a 1-hour lunch
  • Ability to work 3 on-call weekends as the primary contact and 3 on-call weekends as the backup on call for after-house support per year
  • Experience SQL Server Management
  • Experience with Microsoft operating system
  • Experience in providing direct support to external customers over phone and email
  • Experience with basic networking principles
  • Basic experience of Banking Operations, item processing, branch capture, banking experience in item process

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.

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