Software Support Representative (CD/IRA, CIF, Misc)

Jackhenry
Any Location, MO
Job Description
At Jack Henry, we're redefining how community banks and credit unions connect with the people they serve. We're seeking a Software Support Representative to join our Banking Operations Support Services team.

Requirements

  • Provides level one troubleshooting
  • Accurately assesses the customer's product issue or problem
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product
  • Keeps current on most recent changes and/or upgrades
  • Identifies and resolves application and service issues
  • 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

Benefits

  • Comprehensive benefits designed to support physical, mental, and financial health
  • Employee wellbeing programs
  • Opportunities for innovation and growth
  • Inclusive and diverse work environment
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