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Technical Support Representative

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Posted: July 18, 2018

Job Description

As a Technical Support representative on the Banno Team at Jack Henry & Associates, you will be responsible for the day-to-day care and nurturing of customer relationships post implementation. You are their voice to internal teams and act as an advocate and extension of their team. You are the primary point of contact for any support requests and any product application/service support for our customers. Your main goals are to mobilize resources internally to meet customer needs, prioritize incoming requests, and sustain customer satisfaction and loyalty. Travel of up to 5% may be required for company meetings and professional development.

About the Banno Team

We are committed to creativity, thoughtfulness, culture, and openness—the perfect place to make phenomenal products that have a big impact. Our work environment echoes a modern tech startup but we have the security and benefits of a large, publicly traded company. With this customer facing role, you’ll have the opportunity to work with many cross-functional teams which provides the ability to learn about every aspect of our business.  If you are interested in this position, please apply on or before July 17, 2018.

This position can be based to work out of the Cedar Falls, IA Jack Henry office or Remote from home.


  • Must have a minimum of 5 years of experience in providing either phone, email or onsite customer service to either internal or external customers.


  • Bachelor’s Degree is preferred.
  • Experience in providing technical troubleshooting software support.
  • Experience working in or with a Financial Institution.


  • 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 assist in training new employees or serve as go-to person for team members.
  • 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.