Remote Banking Software Support Specialist

Jack Henry & Associates, Inc.; Springfield (MO); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Jack Henry & Associates, Inc. is seeking a Software Support Representative to join our Banking Operations Support Services team. You will deliver Tier 1 support to banking clients, acting as the first contact in a dynamic phone-support environment and handling cases in a ticketing system.

You’ll troubleshoot, resolve issues, and escalate with precise information to higher levels as needed. This role supports CDs, IRAs, Safe Deposit Boxes, and CIF processes, in a fast-paced, customer-focused

Qualifications

• Five years in banking or software support roles.
• Rotating on-call schedule (about one week per month).
• Clear, professional communication with customers.
• Ability to analyze issues and identify root causes.
• Work well independently and with the team.
• Comfort with a fast-paced environment and multiple priorities.

Responsibilities

• Provide level one troubleshooting and accurately assess customer issues.
• Research and stay current with product changes and upgrades.
• Identify and resolve application and service issues; answer general questions.
• Escalate issues with precise context when needed.
• Monitor cases and emails, adhering to Service Level Standards.
• Participate in training to improve product knowledge and service skills.
• May assist in training new employees or serve as go-to person for team.
• May monitor hardware capacity and performance; assess needs.
• Perform other duties as assigned.

Skills

Customer service

Troubleshooting

Banking operations

On-call coordination

Documentation

Team collaboration

Fast-paced environment

Independent work

Tools

SilverLake

CIF 20/20

Job description

Jack Henry & Associates, Inc. is seeking a Software Support Representative to join our Banking Operations Support Services team. You will deliver Tier 1 support to banking clients, acting as the first contact in a dynamic phone-support environment and handling cases in a ticketing system.

You’ll troubleshoot, resolve issues, and escalate with precise information to higher levels as needed. This role supports CDs, IRAs, Safe Deposit Boxes, and CIF processes, in a fast-paced, customer-focused