Technical Support Representative III

At Jack Henry, 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 Financial Crimes Solutions Support Team that supports our Yellow Hammer Fraud Detective and BSA (Bank Secrecy Act) products. Person in this role will be working within a group with other Technical Support Reps' to support financial institutions by responding to inquiries and resolving technical issues with the products. Areas of expertise would include operations, case processing, fraud detection regulations, and product knowledge.

What you'll be responsible for:

• 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.
• 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 Standard (SLS) guidelines.
• Customer-centric - provide top-notch customer service. Keep the customer up to date with the latest information on their case. Treat them they way you would want to be treated fi you were the customer.
• Self-motivated individual with excellent time management skills. We are a high-volume department, and you will need to be able to manage multiple cases and issues throughout the day.
• Open-minded towards process improvements within the department.
• Excellent communication skills.
• 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.
• This position will require an on-call rotation.
• May provide assistance in the areas of training (trend reporting, internal documentation, cross training, etc.), staff meetings and periodic written documentation for customers.
• This position works Monday through Friday but also will assist with weekend patching; disaster recovery exercises for hosted servers (moving from one location to a second one); and other projects which require weekend work.
• May perform other job duties as assigned.

What you'll need to have:

• Minimum of 5 years' experience in a customer or technical support role.
• Strong Management, Supervisor, or Team leadership experience.
• Must have demonstrated process improvement experience within a corporate environment.
• Excellent organizational, delegation and project management skills
• Ability to travel up to 5% to attend JHA meetings, trainings, and/or professional conferences.

What would be nice for you to have:

• Experience within a financial institution.
• Back-office BSA experience.
• Experience in Fraud and/or Fraud Detective products.
• Ability to quickly grasp technical concepts and constraints to define solutions.
• Natural curiosity about how things work.
• Experience in writing SQL statements, PostgreSQL statements, or Microsoft Access.

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 positing, 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 to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask 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 site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

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 discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.