Technical Support Representative (Mid-Level)

Technical Support Representative (Mid-Level)General informationJobID: 10073Position Level: Individual ContributorTeam: Implementation & SupportPosition Type: RegularWorking Time: Full-TimeLocations: Allen, Texas, Monett, Missouri, Remote, Remote, Springfield, MissouriTravel Requirements: 0%Description & RequirementsAt Jack Henry & Associates, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.Technical Support Representative will be joining our 4|sight Customer Support team under the ProfitStars brand. Our team is responsible for responding to calls placed by JHA customers using 4|sight Check Image solutions. We troubleshoot issues related to 4|sight software, Windows OS, (SQL, Windows Server, Windows 7 and higher).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 role is a phone support environment 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.This position will be filled to work at the following Jack Henry office locations: Monett, MO, Springfield, MO, Allen, TX, or Remotely within the U.S.The target salary range for this position is between $44,000- $63,000 depending on skill level and geographical location.If you are interested in this position, please apply on or before December 3, 2021.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 listen 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. Keep 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:A minimum of 4 years of experience in software technical troubleshooting.

Operations and/or back-office experience in a financial institution.

Ability to work Monday - Friday (7:30AM - 4:30PM or 8:00AM to 5:00 PM CST). The timeframe is based on a traditional 8-hour workday with a 1-hour lunch.

Ability to work 3 on-call weekends as the primary contact and 3 on-call weekends as the backup on call for after-house support per year.

What would be nice for you to have:Experience SQL Server Management.

Experience with Microsoft operating system.

Experience in providing direct support to external customers over phone and email.

Experience with basic networking principles.

Basic experience of Banking Operations, item processing, branch capture, banking experience in item process.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry’s mission and can contribute to our company in a variety of ways.Why Jack Henry?At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company’s strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs (https://jackhenry.avature.net/careers/LifeAtJHA) to ensure the physical, mental & financial wellbeing of our people is always met.Culture of CommitmentAsk our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility (https://discover.jackhenry.com/corporate-responsibility) site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.Equal Employment OpportunityAt Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.Requests for full corporate job description may be requested through the interview process at any time.NOVINDR3