Jack Henry and Associates, Inc Hiring for Senior Banking Software Support Representative Job at Remote Full Time

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.

The Senior Banking Software Support Representative will provide first-tier technical support for the Silverlake Deposit product. This is an outbound support center where financial institutions place help desk tickets, and our representatives call back the institutions to gather information and resolve the issues documenting all information into our case management system. This position will support our Silverlake Deposits system. This position can be worked remotely from anywhere in the United States.

What you’ll be responsible for:

• Provides level one troubleshooting for the Silverlake Deposit software. 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.
• 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.
• Primary contact within support team for daily questions and issues. May serve as first tier of response for escalated cases.
• May act as a team lead.
• Works on special projects or research, as needed.
• May manage hardware capacity and performance and assess hardware needs.
• May perform other job duties as assigned.

What you’ll need to have:

• Minimum of 6 years experience working in a financial institution.
• Minimum of 1-year customer service experience in a professional or corporate environment.

What would be nice for you to have:

• Experience with Silverlake, Jack Henry Software.
• Ability to be self-motivated and work independently.
• 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.

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 posting, 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.

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 wellbeing of our people is always met.

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.

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.