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Technical Support Representative: ImageCenter Support

Job Function IT Infrastructure and Support Location United States Workplace Type Remote Travel 5% Date Posted 05/12/2024 Job ID 14475
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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 Technical Support Representative will join our ImageCenter Support team and will provide product support to customers over the telephone and/or internet in a Windows OS / MS SQL environment. Using product knowledge, you provide the highest level of service to resolve the customers issue and restore the customer to fully functioning status, while strengthening the customer relationship. If you have a strong background in banking and or credit union operations or have worked in a call center or perhaps have strong technical troubleshooting experience, this position may be a great match for you!  

The target salary range for this position is between $52,000-$62,000 depending on experience and geographical location. This position will be filled to work remotely within the U.S.

This position will work scheduled 8-hour shifts, Monday through Friday, that fall between the hours of 7:00 AM CST and 8:00 PM CST. Scheduled shifts will vary throughout the week due to customer needs and will include a 12pm CST – 8pm CST shift once per week.

What you’ll be responsible for: 

  • Provides up to level two 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.

What you’ll need to have: 

  • A minimum of 4 years of experience in software technical troubleshooting. Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
  • Experience with SQL databases
  • Ability to work 8-hour scheduled shifts, Monday through Friday, that fall between the hours of 7:00 AM CST and 8:00 PM CST. 
  • Ability to work 8 on-call afterhours rotations per year.
  • Ability to travel up to 5% to attend client meeting, training, and/or professional conferences.

What would be nice for you to have: 

  • Strong knowledge of the financial industry as it relates to banks and credit unions.
  • Strong knowledge of product(s) supported and general knowledge of other core and complimentary products.  Able to serve as Subject Matter Expert (SME) on product functionality.
  • Able to identify and resolve application and service issues.
  • Able to provide outstanding customer service as set forth by corporate policies and standards. 
  • Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.
  • Associate or Bachelor's degree preferred.
  • Experience with networking concepts in a MS environment.    

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.  

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