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Technical Support Representative

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Posted: April 21, 2018

Job Description

Jack Henry & Associates is seeking an entry level Technical Support Representative for our client and vendor facing website portals. This position will provide level 1 troubleshooting to clients, vendors, and internal associates for the desktop and mobile versions of the portals.  The TSR will work reset passwords, register access to client/vendor portals, provide assistance with locating information on the website, and document/replicate issues or errors reported by end users. 

This position will require the excellent use of verbal and written communication to provide top quality customer support via phone, email and internet.  The selected candidate must have a demonstrated understanding of Microsoft office Products as it relates to creating Word documents for issue documentation, and Outlook as it relates to sending email correspondence.  An understanding of the usage of various web browsers and troubleshooting is highly desired. There also must be an ability to follow detailed procedural steps accurately, with different scenarios requiring the execution of varying steps and procedures. This position will work 10:00 am to 7:00 pm.

This position can be worked from one of the following offices:

  • Allen TX
  • Springfield MO

MINIMUM REQUIREMENTS:

  • Must have at least 1 year of professional customer service experience

PREFERRED QUALIFICATIONS

  • General knowledge of the financial industry, as it relates to banks and credit unions.
  • General knowledge of specific product(s) supported and basic knowledge of other core and complimentary products.
  • Able to use support tools to identify or recreate customer issues.
  • Able to identify and resolve application and service issues.
  • Able to provide outstanding customer service, as it relates to corporate policies and standards.
  • Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.

ESSENTIAL FUNCTIONS

  • 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.

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.

 
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