Product Support Representative II (Part-Time)
Company Name:
Jack Henry and Associates
Job Description
SUMMARY
Part-time, up to 25 hours per week. Under moderate supervision, assists customers with new or existing accounts by providing first-level support.
ESSENTIAL FUNCTIONS
Provides product support for customer inquiries received via the telephone, Internet, instant message, email, or self-service systems.
Assesses nature of question or issue and resolves in a timely manner. Questions and issues will vary depending on the product supported.
Assists customers with new account set up, and performs maintenance for existing accounts. Assists customers in validating accuracy of account data.
Assures system security by verifying customer information prior to performing any modifications or resets, according to the company's standard security requirements.
Thoroughly documents issues and resolutions, per corporate standards. May forward product issues to development.
Communicates the customer's needs/expectations to the appropriate personnel. Follows escalation procedures to ensure complex support issues are resolved.
Consults with senior peers on more complex issues to increase product knowledge.
MINIMUM QUALIFICATIONS
Minimum of 1-2 years of experience in a related field; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
KNOWLEDGE AND SKILLS
Applies acquired job skills and company policies and procedures to complete assigned tasks. Works on generally routine assignments, occasionally deviating from defined procedures.
General knowledge of the financial industry, as it relates to banks and credit unions.
General knowledge of specific product(s) supported and basic knowledge of other core and complimentary products.
Able to provide outstanding customer service, as it relates to corporate policies and standards.
Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.
May require a good knowledge of General Ledger (GL) standards and practices.
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
REQNUMBER: 9079-1AEstimated Salary: $20 to $28 per hour based on qualifications.
Jack Henry and Associates
Job Description
SUMMARY
Part-time, up to 25 hours per week. Under moderate supervision, assists customers with new or existing accounts by providing first-level support.
ESSENTIAL FUNCTIONS
Provides product support for customer inquiries received via the telephone, Internet, instant message, email, or self-service systems.
Assesses nature of question or issue and resolves in a timely manner. Questions and issues will vary depending on the product supported.
Assists customers with new account set up, and performs maintenance for existing accounts. Assists customers in validating accuracy of account data.
Assures system security by verifying customer information prior to performing any modifications or resets, according to the company's standard security requirements.
Thoroughly documents issues and resolutions, per corporate standards. May forward product issues to development.
Communicates the customer's needs/expectations to the appropriate personnel. Follows escalation procedures to ensure complex support issues are resolved.
Consults with senior peers on more complex issues to increase product knowledge.
MINIMUM QUALIFICATIONS
Minimum of 1-2 years of experience in a related field; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
KNOWLEDGE AND SKILLS
Applies acquired job skills and company policies and procedures to complete assigned tasks. Works on generally routine assignments, occasionally deviating from defined procedures.
General knowledge of the financial industry, as it relates to banks and credit unions.
General knowledge of specific product(s) supported and basic knowledge of other core and complimentary products.
Able to provide outstanding customer service, as it relates to corporate policies and standards.
Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.
May require a good knowledge of General Ledger (GL) standards and practices.
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
REQNUMBER: 9079-1AEstimated Salary: $20 to $28 per hour based on qualifications.
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