Under general supervision, the Technical Support Representative provides product support to customers via the telephone and/or internet. Using product knowledge, this role 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.
This position can be worked out of the following office locations:
- Houston, TX
- Troy, MI
- Springfield, MO
- Remote work location within the US
MINIMUM QUALIFICATIONS
- Minimum of 5 years of experience providing technical support with Microsoft operating systems in a large volume call center or data center environment via phone walk-throughs and troubleshooting while also using remote access utilities (Team Viewer, Webex).
- Must be able to travel up to 10%.
PREFERRED QUALIFICATIONS
- Bachelor's or Associates degree in Information Technology.
- Microsoft Certifications: MCSE, MCSA, CompTIA A+, etc.
- Experience supporting applications in a Windows Server 2012/2016 environment.
- Customer service skills.
- Experience working within an alternate office environment (Remote).
- A seasoned, experienced professional with a full understanding of area of specialization. Works on moderately complex and diverse projects. Exercises good judgment in selecting methods and techniques for obtaining solutions.
- Strong knowledge of the financial industry as it relates to banks and credit unions.
- Strong knowledge of product(s) supported and general knowledge of other core and complimentary products. Able to serve as Subject Matter Expert (SME) on product functionality.
- Able to use support tools to identify or recreate customer issues.
- Able to identify and resolve application and service issues.
- Able to provide outstanding customer service as set forth by corporate policies and standards.
- Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.
ESSENTIAL FUNCTIONS
- Provides level one troubleshooting and support. 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 the 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 andwe 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.
