Technical Support Representative II: Complementary Solutions

Jack Henry & Associates Inc.•Allen, TX

32d•$38,650 - $55,450•Remote

About The Position

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you. The Technical Support Representative will be joining our Complementary Solutions - Synergy Technical Support team and will be responsible for working directly with customers to troubleshoot proprietary application issues. They will work with customers via the phone and by remote connection to the customer's pc/server via a secure internet connection to resolve issues and document solutions. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Charlotte, NC; Louisville, KY; Birmingham, AL; Cedar Falls, AL; Springfield, MO; or Monett, MO. The salary range for this position is $38,650- $55,450 and will be determined based on location and experience level. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Requirements

At least 2 years of experience working with software in a physical or remote technical support role.
Must be able to work an eight-hour shift within the following shift hours: 7amCST to 7pmCST, Monday through Friday.
After at least 6 months of completing training, you must be able to work a 24x7 on call shift at least once per month and a weekend shift once every 8-12 weeks.

Nice To Haves

Associate or bachelor's degree in business, banking, or IT/networking.
AS400/iSeries experience.
Banking knowledge/experience.
Experience in supporting and/or administering Microsoft Operating Systems.
Experience in network/system administration.
Experience with Microsoft Server operating systems.
Experience with Adobe, eSign or other digital signing platform.

Responsibilities

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.
Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible.
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 perform other duties as assigned.

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