Technical Support Representative
Allen, TX

Job Description

Are you someone who has a blend of technical knowledge with strong support of accounting services? If so, this position is for you! Jack Henry and Associates is seeking to hire a Technical Support Representative to join the Consumer Services team. In this role candidates will be administratively supporting financial institutions with technical cases. There will be a technical component to this role in terms of supporting customers and engineers who service the technical cases. Ideal candidates will have excellent customer service in order to assist financial institutions directly and working with diverse business units and employees. Candidate will need to have a strong background in invoicing, billing, and general accounting assistance.

TechOps Consumer Services team provides configuration and installation services for the managed connectivity solutions enabling external clients to access Jack Henry products and services. Candidates will be joining this team of 6 employees all currently residing in the Monett, MO office.

This position will be hired in Monett, MO, Springfield, MO or Allen, TX.

MINIMUM QUALIFICATIONS

* Minimum 5 years of experience of accounting experience with billing and invoicing.
* Must have technical support knowledge (hardware/software, desktop, networking/systems and/or mobile/online support) within banking or corporate environments.

PREFERRED QUALIFICATIONS

* Associate's or bachelor's degree.
* Cisco networking knowledge.
* Understanding of Jack Henry products and services (Cloud Services, NetTeller, JConnect, etc.) highly preferred.

ESSENTIAL FUNCTIONS

* Works with team who manages invoicing, billing, and general accounting assistance.
* 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.
* 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.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.