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Technical Support Representative, Advanced

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Posted: June 27, 2018

Job Description

Jack Henry and Associate’s 4|sight - Check Imaging Solutions business unit under the ProfitStars brand has an opening for a Technical Support Representative.  If you have a strong proof of deposit back ground, back office operations or technology back ground 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 confidential checking information is processed electronically or through branch captured scanning devices. The Technical Support Representative must be able to work Monday – Friday (Shift - 8 AM to 5 PM CST) and must be available to support on-call hours (5 PM – 8 AM CST) that is every 12 weeks.  Travel is up to 10% for providing onsite software upgrades at various JHA client locations (domestic travel is possible).

The 4|sight Technical Services Team consists of Technical Support Engineers and Technical Support Representatives and 3 Supervisors. This position will be hired out of Springfield, MO / Allen, TX and or Monett, MO.  Must be able to travel up to 10% to various JHA clients to provide onsite software upgrades (domestic travel is possible).  The environment you will work in is Windows OS (SQL, Windows Server, Windows 7 and higher).  The level of technical troubleshooting supporting is tier III. All escalated cases are supported in this position.  Any prior experience with Microsoft SQL Server and or SQL querying is highly preferred.

The Technical Support Representative is responsible for all aspects of supporting the 4|sight and Check 21 Software applications for all of Jack Henry and Associates existing In-house and Outlink customers. This role ensures the successful completion of each case or project issue that is presented thru daily operations. The Technical Support Reps are required to be in communication with the customer during each project either by phone or email. The Technical Support Representative will need to have excellent communication skills and general knowledge of the financial industry will be helpful.  The 4|sight Technical Services Team has very aggressive goals and deadlines to meet so the individual we are seeking must be a self-starter and willing to learn and continue to increase their knowledge of the JHA products and how they work with each other. 

MINIMUM QUALIFICATIONS

  • Must have a minimum of 5 years’ experience in a computer related technical support role in any of the following categories: software development, Helpdesk, Desktop and or Network Support.
  • Must be able to work Monday – Friday (Shift - 8 AM to 5PM CST). 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 available to support on call hours (5PM – 8AM CST) that is every 12 weeks.
  • Must be able to travel up to 10% to various JHA clients to provide onsite software upgrades (domestic travel is possible).

PREFERRED SKILLS

  • Associate’s or Bachelor’s degree preferred.
  • Experience with Microsoft SQL Server and / or SQL query hands-on past is preferred.
  • Experience with Microsoft operating system is preferred.
  • Experience in providing direct support to external customers over phone and email is preferred.
  • Experience with networking principles is preferred.
  • Basic experience of Banking Operations, item processing, branch capture, banking experience in the area of item process.

ESSENTIAL FUNCTIONS

  • Providing level 2 and 3 troubleshooting depending on level of escalation.
  • 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.
  • Analyzes the problem as described by the customer and determines the best course of action. Interacts directly with the customer/user when the product or issue is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Includes all appropriate departments to facilitate a successful resolution to any client issue.
  • Interacts with product support personnel, and the customer, when the customer’s problem cannot be resolved directly by first-level resources.
  • Reports design, reliability and maintenance problems or bugs to software engineering. 
  • Creates defect records on all reported issues with supporting files and examples for development to create code fixes.
  • Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action. 
  • Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs.
  • May bid and complete Customer Work Requests (CWRs) in accordance with company standards. May be involved in customer installations, upgrades, and training.

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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