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.
As a Technical ... Support Representative, you will be joining our JHA OpenAnywhere Team that committed to delivering outstanding customer satisfaction and service. We function as a team, foster good communication, collaborate, and deliver consistency. You will be responsible for the day-to-day care and nurturing of customer relationships. You are their voice to internal teams and act as an advocate and extension of their team. You are 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. The ideal candidate has advanced technical skills, has experience with log tools used during research, and has supported implementations of new features according to established operational agreements.
This position will be filled to work remotely within the U.S.
The target salary range for this position is $45,798 - $57,222, based on location and experience.
If you are interested in applying to this position, please apply on or before March 12, 2024.
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.
• 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). Use available support tools to assist the customer and/or recreate the issue.
• May perform other job duties as assigned.
What you'll need to have:
• A minimum of 2 years of onsite/phone customer support OR technical customer support experience.
• A minimum of 2 years of experience with banking, digital banking (Mobile/Web Applications), Credit Union environments, or with account opening procedures.
• Ability to work the following shift: 9am to 6pm CST (Monday - Friday) and some holidays.
• Ability to work a 24x7 on-call rotation at least once every 6 weeks after training completion.
• Ability to travel up to 10% to attend JHA meetings, trainings, and/or professional conferences.
What would be nice for you to have:
• Bachelor’s Degree.
• Experience with database research and implementations including working with XML files/Logs.
• Experience with MS Teams, Slack, BaseCamp.
• Experience working or supporting customers through case management tools/software such as Salesforce, ServiceDesk, Jira, OR JSource.
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
