Remote Banking Operations Support Specialist

Jack Henry & Associates, Inc.

Monett (MO)

On-site

USD 42,000 - 66,000

Full time

14 days+

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Job summary

Jack Henry & Associates, Inc. seeks a Software Support Representative to deliver Tier 1 support for banking clients in a remote role. You’ll be first contact in a ticketing environment and resolve issues per SLAs from a central system.

Key duties include troubleshooting, researching problems, escalating with precise context, and ongoing training. 9:00 am–6:00 pm Central with on-call rotation; remote within ~70 miles of specified offices.

Qualifications

Minimum of five years working in a financial institution or in a software support role.
Ability to participate in a rotating on-call schedule (approximately one week per month).
Clear explanation of support issues with a professional, customer-focused demeanor.
Strong problem-solving skills and the ability to work under pressure.
Ability to manage multiple priorities in a fast-paced environment.
Ability to work independently as well as with a team.
Shift: 9:00 am to 6:00 pm Central with on-call rotation.

Responsibilities

Provides level one troubleshooting and asks detailed questions to understand the issue.
Researches customer problems to increase knowledge and stays current on changes.
Identifies and resolves application and service issues; answers general questions.
Gives precise context when escalating to higher-level support.
Monitors cases and emails in line with Service Level Standards.
Participates in training programs to improve product knowledge.
May assist in training new employees or serve as go-to person.
May manage hardware capacity and performance as needed.
Performs other duties as assigned.