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Technical Support Representative / Customer Service

Posted: July 18, 2018
Location: United States

Job Description

Jack Henry & Associates is seeking the motivated, the driven, and the passionate to join our Lending Solutions team as a Technical Support Representative for the ProfitStars brand.  The Technical Support Representative possesses general knowledge of all areas of the LoanVantage and Quick Decision products.  The representative provides first level LoanVantage and Quick Decision web based product support to external customers via the telephone and/or internet under moderate supervision.  Solid communication and interpersonal skills is vital to the success of this position to establish customer relations. 

Using product knowledge, the representative provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.  You will work with a team of 3 members that sit across various locations.  Travel is possibly up to 5% to attend additional training and or professional conference. If you are interested in this position, please apply on or before July 24, 2018.

This position will be hired to work remote from home and will be responsible to support external customers via phone and or email for the hours of Monday – Friday 8:00 - 5:00pm Pacific Time Zone.


  • Must have a minimum of 18 months of experience in providing customer service via phone and or email or must have 18 months of experience in providing software technical support.
  • Must be able to support external customers via phone and or email for the hours of Monday – Friday 8:00 - 5:00pm Pacific Time Zone.


  • Associate’s or Bachelor’s degree.
  • Prior knowledge or use of the LoanVantage and /or Quick Decision products.


  • 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 manage hardware capacity and performance and assess hardware needs.


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.