Remote Banking Support Specialist (Tier 1)

Jack Henry & Associates, Inc.

Louisville (KY)

Remote

USD 42,000 - 62,000

Full time

14 days+

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Job summary

Jack Henry & Associates, Inc. offers a remote Tier 1 Support Specialist role supporting banking clients. You’ll troubleshoot via a ticketing system, resolve issues, and provide clear, professional customer service.

The role requires staying within Service Level Standards and may involve some on-site onboarding. Ideal candidates have 4+ years in financial institutions and 1+ year in customer service, strong communication, and problem-solving abilities, plus flexibility for after-hours on-call

Qualifications

Minimum 4 years of experience in a financial institution (bank or credit union).
At least 1 year of experience in a professional or corporate customer service environment.
Strong communication skills with a customer-first approach.
Proven problem-solving abilities with root-cause analysis.
Flexibility to work evenings, weekends, and participate in on-call rotation.

Responsibilities

Provides level one troubleshooting within a ticketing system.
Accurately assesses customer product issues and asks targeted questions.
Researches problems to increase product knowledge and speed resolution.
Escalates issues with precise context when needed.
Monitors cases and emails to meet Service Level Standards (SLS).
Participates in training programs to improve product knowledge and service skills.
May assist in training new employees or act as go-to person for the team.
May manage hardware capacity and performance as needed.