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Technical Support Representative (Systems/Network)

Posted: July 20, 2018

Job Description

Jack Henry and Associates is seeking to hire a seasoned candidate for an exciting role as a Technical Support Representative (Systems/Network).  This team provides operational and technical services for customers utilizing the Core Director banking product.  In this role, candidates will be supporting bank customers who place ticket cases regarding software requests and issues. Candidates will strive to find workable solutions that effect this team to work with other departmental leads such as core development, QA, implementation and sales and accounting.  Candidates will have direct interaction with customers over the phone in this IT focused software support opportunity.  Candidates must be able to provide consistent, accurate and exceptional customer service skills to the customers.

About this Team:

Jack Henry & Associates Banking Operations Support services provide operational support to Jack Henry’s core products, as well as add-on modules for all in-house and outsourced customers.  Candidates in this role will report to the Technical Support Senior Manager on a team overall team of 20 employees.  Working within small groups of 4 to 5 team members who either support General Ledger, Loans, Deposits or System software applications. 

Location:

Springfield, MO office

MINIMUM QUALIFICATIONS

  • A minimum of 5 years of banking operations, IT banking support or IT banking networking experience.

PREFERRED QUALIFICATIONS

  • Experience with Microsoft Servers and or ISS highly preferred. 
  • Experience in one or more of the following is preferred: General Ledger, Investments, Accounting, Stockholder Accounting, Bond Accounting, Asset/Liability, Call Report, Report writer, Safe Deposit Box, International support.
  • Highly Proficient in Microsoft Excel and Word. 
  • Experience with Jack Henry software.
  • Ability to be self-motivated and work independently.

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.
  • 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.

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