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Company

Jack Henry · 15 hours ago

Technical Support Representative, Senior

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Provides troubleshooting and issue resolution via case or phone according to service level standards.

Accurately assess the customer's product issue or problem. Ask the user well-thought-out or detailed questions and carefully listen to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.

Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keep current on the most recent changes and/or upgrades.

Identify and resolve application and service issues and any other questions that may arise. Answer general application questions.

Provide appropriate personnel with a precise understanding of the user's issues when the problem needs to be escalated to a higher level.

Monitor incoming cases and emails and resolve in accordance with Service Level Standards (SLS). Use available support tools to assist the customer and/or recreate the issue.

Participate in training programs to continuously improve product knowledge and service skills.

Collaborates with internal Jack Henry partners and customers to resolve issues.

This position will require an on-call rotation.

May perform other job duties as assigned.

Qualification

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SQLTechnical SupportMicrosoft AccessData AnalysisAzureFraud DetectionBSA Knowledge

Required

Minimum of 5 years of experience in a technical support role.

Minimum of 5 years of experience with SQL or Microsoft Access.

Strong knowledge and professional experience with SQL, with the ability to write complex queries, including joins and aggregations, to troubleshoot and analyze data across multiple tables.

Ability to serve in an after-hours on-call rotation.

Able to travel up to 10% to meetings or trainings.

Preferred

Azure experience.

Experience within a financial institution.

Back-office BSA experience.

Experience in Fraud and/or Fraud Detective products.

Company

Jack Henry

Glassdoor

3.8

Jack Henry (Nasdaq: JKHY) is a well-rounded financial technology company that strengthens the connections between people and their financial institutions through technology and services that reduce the barriers to financial health.

Founded in 1976

Monett, Missouri, USA

5,001-10,000 employees