JobID: 8101
Position Level: Individual Contributor
Team: Implementation & Support
Type of Contract: Regular
Working Time: Full-Time
Locations: Remote, Remote, Springfield, Missouri, Troy, Michigan
Travel Requirements: 10%
Description & Requirements
The ProfitStars - Synergy Technical Support team is seeking a Software Application Support specialist. The Synergy application is a Document Image Archival solution which stores scanned images/documents, checks and loaded reports on electronic storage media.
This elite support position is responsible for working directly with customers to troubleshoot application issues. Strong verbal and written communication skills are essential as the position requires the Technical Support Representative to work with novice users, customer's IT staff and JHA Developers. You will work with customers via the phone and by remote connection to the customer's PC/server via a secure internet connection to resolve issues and document solutions.
This position can be based to work out of the following Jack Henry Office Locations: Troy, MI / Springfield, MO (Blackman), or Remote from any US location.
MINIMUM QUALIFICATIONS
Must have a minimum of 18 months experience in phone support Helpdesk and or Desktop to provide technical troubleshooting on software applications with PC, Server hardware (and or Network Support).
Must be able to work any of the following shifts: 8am to 5pm cst / 9am to 6pm cst or 10am - 7pm cst (Monday - Friday) and some holidays.
After 6 months of completing training; must be able to work a 24x7 on call shift at least once per month and a weekend shift once every 6 to 8 weeks.
Must be able to travel up to 10% of the time for meetings and/or trainings.
PREFERRED QUALIFICATIONS
Experience in supporting and/or administering Microsoft Office and or Windows Products.
Experience in network administration.
Experience with SQL database.
Any Microsoft Certifications.
Experience with Visual Studio, ASP scripting.
ESSENTIAL FUNCTIONS
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 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.
Females, minorities, veterans, and individuals with disabilities are encouraged to apply.
AUGINDR3
#Implementation&Support
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