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Technical Support Representative

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Posted: October 4, 2017

Job Description

Jack Henry & Associates is seeking a technology savvy, innovative, and dedicated professional to join our team as a Technical Support Representative (TSR).  The TSR provides top customer service to banking and merchant clients that are using check image scanning devices for our Enterprise Payment Solutions (EPS).  This TSR provides support for scanner installations in a call center environment for clients using both Windows and Mac based check scanner equipment.  This team is highly dedicated to making sure that the needs of the clients are met in a timely manner in a first call resolution environment.

Jack Henry & Associates offers and excellent benefit package, fosters and environment that encourages professional growth and development, and stresses a work-life balance.

This position is open only to our Allen TX location.


  • Must be able to work Monday - Friday from 9am - 6pm.
  • Minimum of 18 months of technical support (computer hardware/software installation/ trouble shooting) or other customer product support


  • Call center experience is preferred.
  • Knowledge/ability to use desktop sharing software.
  • Knowledge of Mac OS X is a plus
  • Certifications in Cisco (CCNA)Microsoft Certified Desktop Support Technician (MCDST)


  • 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 software/technical issues and any other questions that may arise. Answers general software/technical questions.
  • Provides appropriate personnel a precise understanding of user's issues, when the problem needs to be escalated to a higher level.
  • Works assigned cases/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

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.