Remote Banking Software Support Specialist

Jack Henry; Springfield (MO); On-site; USD 52,000 - 76,000; Full time

Job summary

Jack Henry is seeking a Software Support Representative to deliver Tier 1 support for banking clients. This remote role serves as the first point of contact in a ticket-driven environment, focusing on CD, IRA, Safe Deposit, and CIF-related modules.

The position requires five years in financial services or software support, with an on-call rotation and standard business hours (9:00 am–6:00 pm Central).

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 (approx. one week per month).
• Ability to clearly explain support issues with a professional, customer-focused demeanor.
• Able to analyze issues, identify root causes, and implement solutions under pressure.

Responsibilities

• Provides level one troubleshooting and accurately assesses customer issues.
• Researches customer problems to increase knowledge and ensure high-quality support.
• Identifies and resolves application and service issues and answers general questions.
• Escalates issues with precise context to higher-level personnel when needed.
• Monitors cases and emails, adhering to Service Level Standards (SLS).
• Participates in training to improve product knowledge and service skills.
• May assist in training new employees or serve as go-to person for the team.

Skills

Customer service

Troubleshooting

Communication skills

Technical problem-solving

Tools

Ticketing system

Job description

Jack Henry is seeking a Software Support Representative to deliver Tier 1 support for banking clients. This remote role serves as the first point of contact in a ticket-driven environment, focusing on CD, IRA, Safe Deposit, and CIF-related modules.

The position requires five years in financial services or software support, with an on-call rotation and standard business hours (9:00 am–6:00 pm Central).