Technical Support Representative
Jack Henry and Associates, Inc.3.5
Remote
Job description
At Jack Henry & Associates, 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.

We are seeking a highly qualified Technical Support Representative for the Jack Henry Lending team. You will be a part of a robust team that supports financial client users of the LoanVantage and Quick Decision Commercial Lending Solution. You will serve as a Subject Matter Expert, resolving client issues per Service Level Standards, strengthening client partnerships, and educating less experienced colleagues.

This position will work an 8-5 CT shift Monday-Friday and will require some evening and weekend on-call work. This position can be based to work out of any Jack Henry office or remote from any US location.

What you’ll be responsible for:
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.
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 Standard (SLS) guidelines. 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 provide assistance in the areas of training (trend reporting, internal documentation, cross training, etc.), staff meetings and periodic written documentation for customers.
Works on special projects or research, as needed.
May assist less experienced peers.
May perform other job duties as assigned.

What you’ll need to have:
Must have a minimum of 4 years of experience in commercial and/or consumer lending (e.g. loan review analyst, credit analyst, or loan officer, or working in technical support on lending products).
Must have experience working with or troubleshooting banking or lending software.
Must be able to travel up to 5% to attend additional team meetings / training and or attend a professional conference.

What would be nice for you to have:
Bachelor’s degree.
Commercial Lending Experience.
Experiencing using the LoanVantage/InfoHub/QuickDecision products.

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.

Why Jack Henry?

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.

Culture of Commitment

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.

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.

Requests for full corporate job description may be requested through the interview process at any time.

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Company details

Headquarters

Corporate Headquarters 663 W. Hwy 60 P.O. Box 807 Monett, MO 65708-8215 (417) 235-6652

Employee

5001 to 10000

Revenue

$1B to $5B (USD)

Industry

Banks and Financial Services

Company Description
Jack Henry (NASDAQ: JKHY) is a leading SaaS provider primarily for the financial services industry. We are a S&P 500 company that serves approximately 8,500 clients nationwide through three divisions: Jack Henry Banking® provides innovative solutions to community and regional banks; Symitar® provides industry-leading solutions to credit unions of all sizes; and ProfitStars® offers highly specialized solutions to financial institutions of every asset size, as well as diverse corporate entities outside of the financial services industry. With a heritage that has been dedicated to openness, partnership, and user centricity for more than 40 years, we are well-positioned as a driving market force in cloud-based digital solutions and payment processing services. We empower our clients and consumers with the human-centered, tech-forward, and insights-driven solutions that will get them where they want to go. Are you future ready? Additional information is available at www.jackhenry.com.
Company ratings
  • Overall
    3.5
  • Company & Benefits
    3.6 / 5
  • Culture & Values
    3.3 / 5
  • Career Opportunities
    3.1 / 5
  • Work/Life Balance
    3.4 / 5
  • Senior Management
    3.0 / 5
Company reviews
"Good and bad"
Current EmployeeSenior Software Engineer
Upper mgmt says all the right things. Life in the trenches depends on division. Same for tech and teams. Great benefits and life balance. Amount of pressure depends on local manager. Little to no training. It’s a holding company. Your experience depends on branch managers
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"Good place to work"
Current EmployeeTechnical Support
Good place to work. Decent pay. Flexible. Good benefits. bonuses and yearly pay raises. Lots of room for growth, but becoming a bit mocromanage-y. Lots of hard workers and that can sometimes be used at their disadvantage.

"Seemed genuinely involved in the employees success"
Former EmployeeTechnical Support Representative
Fair, balanced employer. Gives the employee opportunity to succeed. Decent pay and standard work hours. Strong corporate culture that they want the employee to be a part of.

"Product Support Rep II"
Former EmployeeProduct Support
I enjoyed working with JHA for the CC with various financial institutions. A typical workday would be busy on some days, but it was something that made it interesting to work there. I missed unfortunately too much so I was let go, but I will always give recommendations to friends to work here cause the overall company is a tremendous place to work! :-) Thank you JHA for the opportunity.
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