General information

JobID: 8928

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Remote, Remote

Travel Requirements: 0%

Description & Requirements

Jack Henry & Associates is seeking to hire an experienced Technical Support Representative to join the team the CRM Synapsys team. In this role, candidates will use banking and / or credit union experience to provide application technical support to Synapsys customers after installation. You will be expected to support various customer cases as well as projects as they relate to this area of business. The ideal candidate will have a technical aptitude and experience providing excellent customer service and training. If you are interested in the position, please apply by April 27,2021.

This position can be based to work out of any of the following Jack Henry office locations. Remote within the US.

Minimum Qualifications

  • Minimum 5 years of experience with technical support or software implementations.
  • Must have experience working in the fintech, banking or at a credit union.
  • Must be able to work after-hours support rotation. 

Preferred Qualifications

  • Associate’s degree preferred.
  • Excellent written and verbal communication skills.  
  • Experience with or knowledge of technical and system applications.
  • Experience with or knowledge with various JHA products and services. 

Essential Functions

  • Provides advanced 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.