Technical Support Rep III: Banking Solutions

Jack Henry; Allen (TX); Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits

Positive work culture

Career growth opportunities

Job summary

A leading financial services tech company is seeking a Technical Support Representative III to join their Customer Support team. This remote role requires troubleshooting skills with a focus on 4|sight software, Windows OS, and SQL. Ideal candidates have 4+ years in technical support, experience in financial institutions, and excellent customer service abilities. The job offers comprehensive benefits and a commitment to employee well-being, fostering a positive work culture.

Qualifications

• 4+ years of experience in software technical troubleshooting.
• Operations and/or back-office experience in a financial institution.
• Ability to work standard business hours and on-call weekends.

Responsibilities

• Provide level one troubleshooting for customer issues.
• Research problems to increase product knowledge.
• Identify and resolve application and service issues.

Skills

Technical troubleshooting

Back-office operations

Customer support

Tools

SQL Server Management

Microsoft operating system

Job description

At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting‑edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you.

The Technical Support Representative III will be joining our 4|sight Customer Support team under our Complementary Solutions group. Our team is responsible for responding to calls placed by JH customers using 4|sight Check Image solutions. We troubleshoot issues related to 4|sight software, Windows OS, (SQL, Windows Server, Windows 7 and higher).

If you have a strong proof of deposit background, back‑office operations, or technology background in a Financial Institution, this position may be a great match for you! This role is a phone support environment where you will be supporting banks or item processing centers using the 4|sight Image Solution to capture confidential checking information, Print Statements, key, and balance work.

This is a remote position and candidates must live within approximately a 70‑mile radius of our office locations in Allen, TX; Lenexa, KS; Birmingham, AL; Charlott, NC; Louisville, KY; Springfield, MO; or Monett, MO.

This position is not eligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.). All positions, regardless of location, may require an onsite interview or in‑person onboarding requirement to verify your identity.

What you’ll be responsible for:

• Provide level one troubleshooting. Accurately assess the customer's product issue or problem. Ask the user well thought out or detailed questions and carefully listen to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.
• Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keep current on most recent changes and/or upgrades.
• Identify and resolve application and service issues and any other questions that may arise. Answer general application questions.
• Provide appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
• Monitor incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue.
• Participate in training programs to continuously improve product knowledge and service skills.
• May perform other job duties as assigned.

What you’ll need to have:

• A minimum of 4 years of experience in software technical troubleshooting.
• Operations and/or back‑office experience in a financial institution.
• Ability to work Monday – Friday (8:00AM – 5:00PM or 9:00AM to 6:00 PM CST). The timeframe is based on a traditional 8‑hour workday with a 1‑hour lunch.
• Ability to work 3 on‑call weekends as the primary contact and 3 on‑call weekends as the backup on call for after‑house support per year.

What would be nice for you to have:

• Experience SQL Server Management.
• Experience with Microsoft operating system.
• Experience in providing direct support to external customers over phone and email.
• Experience with basic networking principles.
• Basic experience of Banking Operations, item processing, branch capture, banking experience in item process.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We’re looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto: “Do the right thing, do whatever it takes, and have fun.” It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business – and our society – stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.