Senior Technical Support Representative

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you. 

The Senior Technical Support Representative provides product support to customers via the telephone and/or internet.  Using product knowledge, 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.

Beyond the GL application, our team has an overall understanding of the core processing software and day end processing. Proper and complete day end processing is essential to bank functions and this support is vital our customers' successful operation. This role requires on-call evening/overnight rotation to assist institutions with day end processing. The on-call rotation occurs approximately once or twice a month and approximately four weekends a year. 

The normal work hours are 8-5, however, the department shares coverage of the 9-6 shift.  All Core Director support representatives are assigned a week of 9-6 approximately every other month.  

We work collaboratively with other team members and other departments to ensure the best possible service to Jack Henry customers.  This position requires strong communication skills both written and verbal as well as personal accountability and the desire to see a problem through to completion. While you contribute as an individual, team mentality is essential to being successful in this position.  We are continually learning from each other and our customers.  There is no finish line for learning the core software.  

What you’ll be responsible for: 

• 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.
• 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 Standard (SLS) guidelines.  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.
• Primary contact within support team for daily questions and issues.  May serve as first tier of response for escalated cases. 
• May provide assistance in the areas of training (trend reporting, internal documentation, cross training, etc.), staff meetings and periodic written documentation for customers.
• May act as a team lead.
• Works on special projects or research, as needed.
• May manage hardware capacity and performance and assess hardware needs.
• May assist less experienced peers.
• May perform other job duties as assigned.  

What you’ll need to have: 

• Six years of experience in a financial institution.
• Basic accounting knowledge (reconciliation, transaction posting, reporting).

What would be nice for you to have: 

• Previous Leadership Experience
• Strong Excel skills.
• Degree in general business or minor in accounting.
• Experience with General Ledger balancing
• Knowledge of Call Report requirements
• Banking operations experience
• Has a wide range of experience and able to resolve complex issues.  Works on complex and diverse projects.  Analysis requires an in-depth evaluation of variable factors.  Exercises good judgment in selecting methods, techniques and evaluation criteria for obtaining solutions.
• Excellent knowledge of the financial industry as it relates to banks and credit unions.
• Excellent knowledge of product(s) supported and strong knowledge of other core and complimentary products.  Able to serve as Subject Matter Expert (SME) on product functionality.
• Able to provide outstanding customer service as set forth by corporate policies and standards.
• Understanding of currency exchange rates.
• Experience with foreign customers.
• Teller operations/balancing.
• Running of the end of day processing.
• Technical experience within a windows environment, knowledge of navigating around, moving/transferring files.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.