Technical Support Representative
Company Name:
Jack Henry and Associates
Job Description
SUMMARY
Under moderate supervision, provides product support to customers via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.
May require occasional overnight or extended travel.
May require the ability to work remotely.
Schedule will be 9 AM - 6 PM Monday to Friday.
Able to work holidays, weekends, or extended hours as business needs dictate.
MINIMUM QUALIFICATIONS
Associate's or Bachelor's degree
Minimum of eighteen months to three years of experience in a financial institution, ATM Technical Support; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
Able to work holidays, weekends, or extended hours as business needs dictate
ESSENTIAL FUNCTIONS
Provides level one troubleshooting in a high call volume support area. 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 manage hardware capacity and performance and assess hardware needs
Equal Employment Opportunity
Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
EOE-M/F/Vet/Disability
JUNIND123
REQNUMBER: 9032-1CEstimated Salary: $20 to $28 per hour based on qualifications.
Jack Henry and Associates
Job Description
SUMMARY
Under moderate supervision, provides product support to customers via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.
May require occasional overnight or extended travel.
May require the ability to work remotely.
Schedule will be 9 AM - 6 PM Monday to Friday.
Able to work holidays, weekends, or extended hours as business needs dictate.
MINIMUM QUALIFICATIONS
Associate's or Bachelor's degree
Minimum of eighteen months to three years of experience in a financial institution, ATM Technical Support; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
Able to work holidays, weekends, or extended hours as business needs dictate
ESSENTIAL FUNCTIONS
Provides level one troubleshooting in a high call volume support area. 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 manage hardware capacity and performance and assess hardware needs
Equal Employment Opportunity
Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
EOE-M/F/Vet/Disability
JUNIND123
REQNUMBER: 9032-1CEstimated Salary: $20 to $28 per hour based on qualifications.
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