Technical Support Representative III: ImageCenter Support

Jack Henry & Associates Inc.•Louisville, KY

31d•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 join our ImageCenter Support team and will provide product support to customers over the telephone and/or internet in a Windows OS/MS SQL environment. Using product knowledge, you provide the highest level of service to resolve the customers issue and restore the customer to fully functioning status, while strengthening the customer relationship. If you have a strong background in banking and or credit union operations or have worked in a call center or perhaps have strong technical troubleshooting experience, this position may be a great match for you! This is a remote position; however candidates must live within approximately a 70-mile radius of one of our office locations in Troy, MI; Allen, TX; Springfield, MO: Monett, MO; Birmingham, AL; Louisville, KY; Charlotte, NC; or Lenexa, KS. This position will work scheduled 8-hour shifts, Monday through Friday, that fall between the hours of 7:00amCST and 8:00pmCST. Scheduled shifts will vary throughout the week due to customer needs and will include a 12pmCST - 8pmCST shift once per week. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Requirements

A minimum of 4 years of experience in software technical troubleshooting.
Experience with SQL databases
Ability to work 8-hour scheduled shifts, Monday through Friday, that fall between the hours of 7:00 AM CST and 8:00 PM CST.
Ability to work 8 on-call, after-hours rotations per year.

Nice To Haves

Strong knowledge of the financial industry, as it relates to banks and credit unions.
Strong knowledge of product(s) supported and general knowledge of other core and complimentary products. Able to serve as Subject Matter Expert (SME) on product functionality.
Able to identify and resolve application and service issues.
Able to provide outstanding customer service as set forth by corporate policies and standards.
Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.
Associate or Bachelor's degree preferred.
Experience with networking concepts in a MS environment.

Responsibilities

Provides up to level two 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 perform other job duties as assigned.

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