United States onlyJack Henry is looking for a Technical Support Representative III to provide ongoing care and support to customers after implementation, primarily through managing and resolving incoming support requests. The role requires a minimum of 4 years of onsite/phone customer support experience within banking or digital banking environments. The successful candidate will work closely with multiple cross-functional teams, providing product and application guidance, and coordinating internal resources to drive timely and effective resolution. The position offers the opportunity to work closely with multiple cross-functional teams, giving you exposure to a wide range of business areas and offering continuous learning and growth.
Requirements
- Provides level one troubleshooting.
- Accurately assesses the customer's product issue or problem.
- Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible.
- 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.
- May perform other job duties as assigned.
Benefits
- Comprehensive benefits designed to support your physical, mental, and financial health
- Innovative solutions that meet the evolving needs of accountholders
- Inclusion, sustainability, and community impact
