Jack Henry is seeking a Software Support Representative to provide Tier 1 support to their banking clients, acting as the first point of contact for troubleshooting and resolving customer cases related to core banking systems and add-on modules.
Requirements
- Minimum of five years working in a financial institution or in a software support role, with a solid understanding of banking operations and technology.
- Hands-on experience with Certificates of Deposit (CD), Individual Retirement Accounts (IRA), Safe Deposit Box management, and Customer Information File (CIF) processes within a financial institution.
- Familiarity with Jack Henry core systems such as SilverLake or CIF 20/20.
Responsibilities
- Provides level one troubleshooting.
- Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible.
- 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.
Other
- Ability to participate in a rotating on-call schedule (approximately one week per month) to ensure uninterrupted client support.
- Ability to clearly explain support issues and maintain a professional, customer-focused demeanor.
- Skilled at analyzing issues, identifying root causes, and implementing effective solutions under pressure.
- Comfortable working in a fast-paced environment and managing multiple priorities while maintaining accuracy and attention to detail.
- Must have the ability to work independently as well as collaboratively with the team.
- Candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; or Monett, MO.
- This position is ineligible for immigration sponsorship and support.
