Remote Tier 1 Financial Software Support Specialist

Jack Henry & Associates, Inc.; Allen (TX); Remote; USD 42,000 - 65,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a Tier 1 banking support specialist to be the first point of contact for our financial institution clients. This remote role requires you to troubleshoot in a fast-paced environment and work within a ticket system to resolve issues efficiently.

Candidates should have 4+ years in banking, 1+ year in customer service, excellent communication, and the ability to handle on-call rotations. The position may require travel to Allen, TX or other listed locations.

Qualifications

• Minimum 4 years of experience in a financial institution (bank or credit union).
• At least 1 year in a professional or corporate customer service environment.
• Strong communication, with a customer-first approach.
• Proven problem solving, root-cause analysis and timely solutions.
• Ability to manage multiple priorities in a fast-paced setting.
• Self-motivated and dependable, able to work independently or in a team.
• Flexibility to work evenings, weekends, and participate in on-call rotation.
• Willin gness to participate in rotating on-call schedule.

Responsibilities

• Provides level one troubleshooting. Accurately assesses the customer's product issue or problem.
• Researches customer problems/issues to increase personal knowledge and familiarity with the supported product.
• Identifies and resolves application and service issues and any other questions that may arise.
• Escalates issues with precise context when needed.
• Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS).
• Participates in training programs to continuously improve product knowledge and service skills.
• May assist in training new employees or serve as go-to person for team members.
• May manage hardware capacity and performance and assess hardware needs.

Skills

Banking experience

Customer service experience

Strong communication skills

Problem solving

Multi-tasking

Self-motivated

On-call readiness

Team collaboration

Tools

Jack Henry Silverlake

Job description

Jack Henry & Associates, Inc. is seeking a Tier 1 banking support specialist to be the first point of contact for our financial institution clients. This remote role requires you to troubleshoot in a fast-paced environment and work within a ticket system to resolve issues efficiently.

Candidates should have 4+ years in banking, 1+ year in customer service, excellent communication, and the ability to handle on-call rotations. The position may require travel to Allen, TX or other listed locations.