Technical Support Representative III: Banking OnBoard Deposits

Jack Henry & Associates•Monett, MO

2d•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 III provides OnBoard Deposits product support to customers via the telephone and/or internet. Using their product knowledge, the TSR III provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer Jack Henry relationship. This is a remote position, and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Springfield, MO; Monett, MO; Lenexa, KS; Birmingham, AL; Charlotte, NC; Louisville, KY. This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.). All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Requirements

Minimum of 4 years' experience in deposits and account opening experience within a bank or credit union.

Nice To Haves

Knowledge and experience of Jack Henry products.

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.
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 perform other job duties as assigned.