General information

JobID: 8323

Position Level: Individual Contributor

Team: Implementation & Support

Type of Contract: Regular

Working Time: Full-Time

Locations: Allen, Texas

Travel Requirements: 10%

Description & Requirements

Symitar, a Jack Henry & Associates company, is seeking a customer focused, highly motivated individual to fill an opening within their Credit Union Technical Support team in our Allen, TX office. This group supports the Episys client base solving issues with the Symitar software and management of the IBM AIX servers.

As a Technical Support Representative, you will provide credit union product support to clients via the telephone and/or internet. In this role, you will gain product knowledge through various training avenues that will allow you to provide the highest level of service to resolve the client issues and restore the client to fully functioning status.

This role is only available in the Allen, TX office location. There is minimal (10% or less) required travel. This role will be onsite both Monday and Friday but may be worked remotely during Saturday and Sunday.

MINIMUM QUALIFICATIONS:

  • Minimum of 2 years of experience in technical support or troubleshooting.  
  • Must have experience working in a windows environment.
  • Must have previous financial institution experience (credit union or bank).
  • Must be available to work the following shift: Friday, Saturday, Sunday and Monday from 6 AM CT – 5 PM CT.

PREFERRED QUALIFICATIONS:

  • AIX/Unix/Linux experience.
  • Associate or bachelor’s degree.
  • Experience with a case tracking system (Microsoft CRM, Salesforce.com, JIRA, Remedy, etc.).
  • Windows support experience.
  • 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 it relates to corporate policies and standards.
  • Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.

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

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. We are committed to a work environment that supports, empowers, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or any other characteristic protected under applicable federal, state, or local law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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.