General information

JobID: 8756

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Remote, Remote

Travel Requirements: 10%

Description & Requirements

Jack Henry & Associates, a leading provider of technology solutions and payment processing services primarily for the financial services industry, is hiring a Technical Support Representative to join the jhaData Insights Support team.  The fast-paced support team provides Tier I support to our financial institution customers using the Cognos Analytics and the jhaKnow and jhaAnalytics data warehouse solutions via the telephone and/or internet.

We are seeking someone who can act both independently and collaboratively with a team to resolve complex issues while demonstrating commitment to customer satisfaction and service. Jack Henry offers a comprehensive benefit package and stresses a work-life balance.

This position can be based to work out of any of the following Jack Henry office locations: Allen, TX, Monett, MO, Springfield, MO (Primrose) or Remote from any US location.

MINIMUM QUALIFICATIONS

  • Must have a minimum of 2 years of Technical Troubleshooting Support experience.
  • Must have a minimum of 2 years of experience using any of the following business intelligence tools Cognos Analytics, Microsoft SQL Server Reporting Services, Tableau, Power BI, or Crystal Reports. 
  • Must have experience working with SQL Server 2012– 2016.
  • Must be able to work after hours/on-call support as needed.
  • Must be able to travel up to 5% to other Jack Henry offices for meetings or trainings.

PREFERRED QUALIFICATIONS

  • Bachelor’s Degree.
  • Experience working in financial industry.
  • Experience working with a data warehouse.
  • Experience in administration of Cognos Analytics.
  • Experience working with or supporting Jack Henry products, including Silverlake, CIF 20/20, and jhaKnow.

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 assist in training new employees or serve as 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 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.


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