Remote App Support Analyst - Client-Focused Expert

Jack Henry & Associates, Inc.; Springfield (MO); On-site; USD 35,000 - 72,000; Full time

Benefits offered by this job

Comprehensive benefits

Remote position

Onsite option for interviews

Job summary

Jack Henry & Associates, Inc. is seeking a customer-focused, solution-driven analyst to join our team of Application Support Analysts.

This remote role supports our Symitar Credit Union Solutions clients, delivering high-quality software support by analyzing client issues and guiding customers toward effective resolutions. You will manage cases as a primary client-facing contact, communicate clearly with customers and internal teams, and work in a fast-paced environment that combines technical

Qualifications

• Minimum two years of experience in a financial institution.

Responsibilities

• Analyzes the customer's existing products/processes and consults with customer to map existing system to the JHA product.
• Oversees system set-up for customer (i.e., parameter set-up, creates job files for processing, etc). Ensures related business processes will run on software.
• Provides software support/guidance by answering questions on function, features and usage of software products.
• Communicates the customer's needs/expectations with programmers, other team members, and team leader.
• Maintains effective communication with customer throughout entire project/case.
• Identifies/maintains customer issues and ensures proper resolution. Maintains customer issue list by application and ensures all are forwarded to the appropriate personnel for resolution.
• Prepares training materials and documentation for customers and internal users.
• Primary client facing contact that will coordinate resources from other teams to resolve client issues
• Accurately assesses the customer's product issue or problem by verifying, investigating, pinpointing, and defining all of the aspects that need consideration.
• Provides appropriate personnel a precise understanding, written and/or verbal, of user's issues when the problem needs to be escalated to a higher level.
• Monitors incoming cases and emails and resolves in accordance within company guidelines
• Participates in training programs to continuously improve product knowledge and service skills.
• Works on special projects or research, as needed.
• May perform other job duties as assigned.

Job description

Jack Henry & Associates, Inc. is seeking a customer-focused, solution-driven analyst to join our team of Application Support Analysts.

This remote role supports our Symitar Credit Union Solutions clients, delivering high-quality software support by analyzing client issues and guiding customers toward effective resolutions. You will manage cases as a primary client-facing contact, communicate clearly with customers and internal teams, and work in a fast-paced environment that combines technical