Technical Support Representative II: Complementary Solutions

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.

The Technical Support Representative will be joining our Complementary Solutions - Synergy Technical Support team and will be responsible for working directly with customers to troubleshoot proprietary application issues. They will work with customers via the phone and by remote connection to the customer's pc/server via a secure internet connection to resolve issues and document solutions.

The salary range for this position is between $37,717 - $63,654 depending on level of experience and geographical location.

As part of the interview process, you will be required to engage in a technical demonstration to showcase your troubleshooting skills.

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.
• Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible.
• 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 perform other duties as assigned.

What you'll need to have:

• At least 2 years of experience working with software in a physical or remote technical support role.
• Must be able to work an eight-hour shift within the following shift hours: 7amCST to 7pmCST, Monday through Friday.
• After at least 6 months of completing training, you must be able to work a 24x7 on call shift at least once per month and a weekend shift once every 8-12 weeks.
• Must be able to travel up to 5% to attend a JHA meeting, training, and/or professional conferences.

What would be nice for you to have:

• Associate or bachelor's degree in business, banking, or IT/networking.
• AS400/iSeries experience
• Banking knowledge/experience
• Experience in supporting and/or administering Microsoft Operating Systems.
• Experience in network/system administration.
• Experience with Microsoft Server operating systems.
• Experience with Adobe, eSign or other digital signing platform.

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 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.