Technical Support Representative

Posted: February 7, 2019

Job ID: 16004

Job Description

The Core Director Support team is looking for a Technical Support Representative to join our team. This person works on a team to provide 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.


Our team is very collaborative, but you must be able and willing to work independently as well. Our primary focus is new bank accounts with general ledger being second. We collaborate with many different teams on the new bank projects. Our expertise is in deposit operations, ancillary operations and year-end knowledge. The majority of our team is based out of Springfield, Missouri. We do embrace the Jack Henry & Associates work/life balance and are flexible on hours allowing work from home as needed. This role does require a bit of on-call rotation which works out to be once a month for a few days a time including some weekends.


  • Minimum of five years’ experience in a financial institution and/ or in a technical support position.


  • Bachelor’s Degree preferred.
  • Experience in deposit operations and backroom (ancillary) operations.
  • Experience in year-end operations.
  • Windows Server experience.
  • Microsoft office experience (Word and Excel).


  • 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 assist in training new employees or serve as go-to person for team members.
  • 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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