Technical Support Representative III: Complementary Solutions

Jack Henry & Associates Inc.•Allen, TX

61d•$48,350 - $60,000•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. Jack Henry's 4|sight - Check Imaging Solutions team has an opening for a Technical Support Representative III. If you have a strong proof of deposit background, back-office operations, or technology background in a Financial Institution, this position may be a great match for you! This position is a phone support role where you will be supporting banks or item processing centers using the 4|sight Image Solution to capture confidential checking information, Print Statements, key, and balance work. The 4|sight Technical Services Team consists of Technical Support Engineers, Technical Support Representatives, and 2 Supervisors that handle all escalated support cases. This environment is a Tier III support role troubleshooting Windows OS (SQL, Windows Server, Windows 7 and higher). Jack Henry provides a strong opportunity for career progression not only within 4|sight - Check Imaging Solutions but across the organization with the following examples as areas you can progress to: Technical Support Engineer, Senior Technical Support Engineer, Manager, or Supervisor. This is a remote position, and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; Monett, MO; Birmingham, AL; Charlotte, NC; or Cedar Falls, IA. The salary range for this position is $48,350 - $60,000 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

Must have a minimum of 4 years' experience of technical support within an engineering or application support environment.
Experience with SQL.
Must be able to work Monday through Friday, 8:00amCST - 5:00pmCST. The timeframe is based on a traditional 8-hour workday with a 1-hour lunch but the starting and ending times may vary due to customer support needs and applicant availability.
Must be able to work an on-call shift that is every 10 - 12 weeks from 5:00pm - 8:00am CT for 1 entire week.

Nice To Haves

Bachelor's degree.
Experience with Microsoft operating system.
Experience in providing direct support to external customers over phone and email.
Experience with networking principles.
Basic experience of Banking Operations, item processing, branch capture, banking experience in item process.
Experience with design patterns and/or solid principles.
Experience with multitenancy software platforms.

Responsibilities

Provides high-level 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.
May perform additional job duties as assigned.

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