at Jack Henry & Associates in Monett, Missouri, United States
Technical Support Representative (New Accounts and Back Office Operations)
Position Level: Individual Contributor
Team: Implementation & Support
Position Type: Regular
Working Time: Full-Time
Locations: Allen, Texas, Monett, Missouri, Remote, Remote, Springfield, Missouri
Travel Requirements: 5%
Description & Requirements
Jack Henry & Associates is seeking a Technical Support Representative (New Accounts and Back Office Operations) to join our OnBoard Support team. Technical Support Representative will provide a high level of support to our customers after completion of the banks implementation of the OnBoard Deposits application. Primary responsibility will include resolving customers’ issues by utilizing product knowledge and collaborative team resources. The ideal candidate will be joining a closely bonded group of 8 associates that are focused on achieving overall goals of the team by exceeding customers’ expectations.
This position will be filled to work out of the Jack Henry office locations: Springfield, MO, Monett, MO, Allen, TX, or Remote within the US.
If you are interested in this position, please apply on or before September 28,2021.
+ Minimum of 4 years of experience in a financial institution: new accounts, back office, or customer support.
+ Must be able to work an 8-hour shift Monday through Friday between the hours of 7:00 AM to 7:00 pm CST as well as supporting on-call week and occasional weekend support coverage.
+ Must be able to travel up to 5% to attend meetings, training, and/or visits to other Jack Henry office locations.
+ Experience with opening new accounts and/or back-office operations within a financial institution.
+ Provides level one troubleshooting. 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 assist in training new employees or serve as go-to person for team members.
+ May manage hardware capacity and performance and assess hardware needs.
Equal Employment Opportunity
At 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.