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Technical Support Representative (Windows Based Platform)

Posted: August 7, 2018

Job Description

The iTak team is seeking a Technical Support Representative to join their team in Birmingham, AL. In this role you will be responsible for providing iTalk product support to JHA customers via the telephone and/or internet.  Using product knowledge, our representatives provide 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.

InTouch & iTalk Voice Response strives to exceed expectations when providing implementation and support services to our clients.  Our Telephone Banking product provides a key service channel to allow clients' customers to self-serve and reduce call volume to the financial institution's call center or branch personnel.  Features like balance inquiries, funds transfers, and dynamic call routing will allow the client to take advantage of these services without needing a physical person to walk them thru it

MINIMUM QUALIFICATIONS

  • Minimum of eighteen months of experience in a technical support or troubleshooting role.
  • Experience with windows based platforms.
  • Must have the ability to work a rotational on-call nights and weekend support.

PREFFERED QUALIFICATIONS

  • Bachelor's Degree in IS or MIS preferred.
  • Experience working in Customer Service or Support.
  • Ability to write and read basic SQL queries.
  • Knowledge in the banking or credit union industry.

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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