Technical Support Representative: Mid- Level Digital Banking

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. 

Technical Support Representative will be joining our Digital Banking team and will be responsible for the day-to-day care and nurturing of customer relationships post implementation. You will be their voice to internal teams and will act as an advocate and extension of their team. You will serve as 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.

We are seeking candidates who have a history of working with Financial Institutions, banks, or credit unions, who enjoy researching issues and getting to the bottom of a problem. We’re also looking for people who are passionate, friendly, and capable of building relationships with our Financial Institutions while working independently in a remote work environment.

The target salary range for this position is $47,172 - $67,869, based on location and experience.

This position is to be worked remotely within the US or onsite at any of the following Jack Henry locations: Louisville, KY, Allen, TX, Springfield, Mo or Monett, MO.

Up to 5% travel may be required to attend on-site meetings or trainings. 

What you'll be responsible for: 

• Provide level one troubleshooting.  Accurately assess the customer's product issue or problem. Ask 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.
• Research 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.
• Identify and resolve application and service issues and any other questions that may arise.  Answer general application questions.
• Provide appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level. 
• Monitor 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.
• Participate in training programs to continuously improve product knowledge and service skills.
• May perform other job duties as assigned.  

What you'll need to have: 

• Combined 4 years of onsite/phone customer support OR technical customer support experience within banking, digital banking (Mobile/Web Applications), or Credit Union environments.
• Experience working or supporting customers through case management tools/software such as Salesforce, ServiceDesk, Jira, Or JSource. 
• Ability to work an eight-hour shift Monday through Friday between the hours of 7:00 am to 7:00 pm CT.
• Ability to assist with rotating on-call duties approximately once a quarter.

What would be nice for you to have: 

• Bachelor’s Degree with focus on Banking, Accounting, Finance, or Business. 
• Experience with relational database research and writing SQL queries.
• Experience with database research and implementations including working with XML files/Logs. 
• Experience with observability/search technologies such as Datadog and/or Elasticsearch.
• Working knowledge of system integrations such as APIs (executing requests and interpreting documentation).
• Experience in Software Implementation.  

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 positing, 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.  

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 positing, 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.