Remote Tier 1 Banking Support Specialist

Jack Henry & Associates, Inc.; Monett (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Software Support Representative to deliver Tier 1 support for banking clients in a remote capacity. You will operate in a ticketing system, troubleshoot issues, and resolve cases efficiently while maintaining a customer-first mindset.

You will work with core systems and modules like CD, IRA, Safe Deposit Boxes, CIF. The role requires five years in banking software support and the ability to participate in monthly on-call rotations, with typical hours

Qualifications

• Minimum five years in a financial institution or software support role.
• Ability to participate in rotating on-call schedule (about one week per month).
• Clear explanations of issues and professional customer focus.
• Strong problem analysis and root-cause identification under pressure.

Responsibilities

• Provide level one troubleshooting and accurate issue assessment.
• Research and stay updated on product changes and upgrades.
• Answer general application questions and escalate when needed.
• Communicate issues clearly to escalation teams with precise details.
• Monitor cases and emails, meeting Service Level Standards (SLS).
• Participate in product training to improve knowledge and skills.
• May assist in training new team members and support on hardware capacity decisions.

Skills

Customer support

Troubleshooting

On-call

Communication

Tools

Ticketing system

Job description

Jack Henry & Associates, Inc. is seeking a Software Support Representative to deliver Tier 1 support for banking clients in a remote capacity. You will operate in a ticketing system, troubleshoot issues, and resolve cases efficiently while maintaining a customer-first mindset.

You will work with core systems and modules like CD, IRA, Safe Deposit Boxes, CIF. The role requires five years in banking software support and the ability to participate in monthly on-call rotations, with typical hours