Technical Support Representative III - Digital Banking - Remote Eligible

Technical Support Representative

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.

We are looking for a Technical Support Representative to join our Digital Banking team and will be responsible for the day-to-day care and nurturing of customer relationships post implementation. You will be their voice to internal teams and will act as an advocate and extension of their team. You will serve as 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.

We are seeking candidates who have a history of working with Financial Institutions, banks, or credit unions, who enjoy researching issues and getting to the bottom of a problem. We're also looking for people who are passionate, friendly, and capable of building relationships with our Financial Institutions while working independently in a remote work environment.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Louisville, KY; Birmingham, AL; Charlotte, NC; Springfield, MO; or Monett, MO.

The salary range for this position is $48,350- $67,869 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.

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.
• Research 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.
• Identify and resolve application and service issues and any other questions that may arise. Answer general application questions.
• 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). Uses available support tools to assist the customer and/or recreate the issue.
• Participate in training programs to continuously improve product knowledge and service skills.
• May perform other job duties as assigned.

What you'll need to have:

• Combined 4 years of onsite/phone customer support OR technical customer support experience within banking, digital banking (Mobile/Web Applications), or Credit Union environments.
• Experience working or supporting customers through case management tools/software such as Salesforce, ServiceDesk, Jira, Or JSource.
• Ability to work an eight-hour shift Monday through Friday between the hours of 7:00 am to 7:00 pm CT.
• Ability to assist with rotating on-call duties approximately once a quarter.

What would be nice for you to have:

• Bachelor's Degree with focus on Banking, Accounting, Finance, or Business.
• Experience with relational database research and writing SQL queries.
• Experience with database research and implementations.