Remote Banking Support Specialist - Tier 1

Jack Henry & Associates, Inc.; Overland Park (KS); On-site; USD 52,000 - 70,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Tier 1 Support specialist to deliver exceptional phone-based customer service to banking clients, resolving issues in a fast-paced environment.

The role involves troubleshooting, escalation, and collaborating with teams to ensure service levels are met. Remote work is allowed with a 70-mile radius consideration for office locations, and on-call rotation participation is expected.

Qualifications

• Minimum of 4 years in a financial institution (bank or credit union).
• At least 1 year in a professional or corporate customer service environment.
• Strong communication skills and professional customer-first approach.
• Proven problem-solving abilities with root-cause analysis.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to participate in rotating on-call schedule.

Responsibilities

• Provides level one troubleshooting and accurately assesses customer issues.
• Researches problems to increase product knowledge and effective resolution.
• Identifies and resolves application and service issues; escalates when needed.
• Communicates precise issue details to higher level support.
• Monitors cases and emails, adhering to Service Level Standards.
• Participates in training programs to improve knowledge and skills.
• May assist in training new employees or serve as go-to person for team.
• May manage hardware capacity and perform related assessments.

Skills

Customer service

Problem solving

Communication

Attention to detail

Teamwork

On-call readiness

Tools

Jack Henry Silverlake Software

Job description

Jack Henry & Associates, Inc. is seeking a Tier 1 Support specialist to deliver exceptional phone-based customer service to banking clients, resolving issues in a fast-paced environment.

The role involves troubleshooting, escalation, and collaborating with teams to ensure service levels are met. Remote work is allowed with a 70-mile radius consideration for office locations, and on-call rotation participation is expected.