What you’ll be responsible for:
- Provides level one troubleshooting via case or call. 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 perform other job duties as assigned.
- Minimum of two years’ experience in a financial institution or technical support role.
- An experienced professional with a strong 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 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.
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.
Culture of Commitment
Equal Employment Opportunity
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.