Technical Support Representative III

Jack Henry & Associates, Inc.; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking company that is transforming digital banking and payments. As a Technical Support Representative, you will play a vital role in assisting financial institutions with their technology needs, ensuring seamless operations and customer satisfaction. This position offers a dynamic work environment with opportunities for career growth across various roles. If you have a passion for technology and a commitment to excellent service, this role is perfect for you. Embrace the chance to be part of a supportive team that values innovation and collaboration.

Benefits

Health Insurance

Retirement Plan

Paid Time Off

Remote Work Flexibility

Qualifications

• 4+ years of experience in technical support within a helpdesk environment.
• Experience with SQL and Windows OS troubleshooting.

Responsibilities

• Provide level one troubleshooting and assess customer product issues.
• Research customer problems to enhance product knowledge.

Skills

Technical Support

SQL

Windows OS

Customer Service

Banking Operations

Education

Bachelor's Degree

Tools

Microsoft Operating Systems

Job description

Description & Requirements

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

Jack Henry and Associate's 4|sight - Check Imaging Solutions team has an opening for a Technical Support Representative. 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.

The 4|sight Technical Services Team consists of Technical Support Engineers, Technical Support Representatives, and 3 Supervisors that handle all escalated support cases. This environment is a Tier III support role troubleshooting Windows OS (SQL, Windows Server, Windows 7 and higher).

Jack Henry provides a strong opportunity for career progression not only within 4|sight - Check Imaging Solutions but across the organization with the following examples as areas you can progress to: Technical Support Engineer, Senior / Technical Support Engineer, Manager, or Supervisor.

This position will be filled to work remotely within the United States.

What you'll be responsible for:

• Provides level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.
• Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
• Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.
• Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
• Monitors 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.
• 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.
• May perform additional job duties as assigned.

What you'll need to have:

• Must have a minimum of 4 years' experience in technical support within a helpdesk environment.
• Experience with SQL.
• Must be able to work Monday - Friday @ 8:00am - 5:00pm CT - The timeframe is based on a traditional 8-hour workday with a 1-hour lunch but the starting and ending times may vary due to customer support needs and applicant availability.
• Must be able to work an on-call shift that is every 10 - 12 weeks from 5:00pm - 8:00am CT for 1 entire week.
• Must be able to travel up to 10% to support customers onsite and attend meetings and/or training.

What would be nice for you to have:

• Bachelor's degree.
• Experience with Microsoft operating system.
• Experience in providing direct support to external customers over phone and email.
• Experience with networking principles.
• Basic experience of Banking Operations, item processing, branch capture, banking experience in item process.
• Experience with design patterns and/or solid principles.
• Experience with multitenancy software platforms.

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 positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

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. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

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.

Requests for full corporate job descriptions may be requested through the interview process at any time.