Jack Henry · 2 days ago
Technical Support Representative III - Digital Banking
United States
Full-time
Remote
Mid Level
$48K/yr - $68K/yr
4+ years expJack Henry is a technology company focused on redefining how community banks and credit unions connect with people. The Technical Support Representative will be responsible for managing customer relationships post-implementation, serving as the primary contact for support requests, and ensuring customer satisfaction.
BankingEnterprise SoftwareFinancial Services
Responsibilities
Provide level one troubleshooting. Accurately assess the customer's product issue or problem. Ask 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
Research 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
Identify and resolve application and service issues and any other questions that may arise. Answer general application questions
Provide appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
Monitor 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
Participate in training programs to continuously improve product knowledge and service skills
May perform other job duties as assigned
Qualification
Required
Combined 4 years of onsite/phone customer support OR technical customer support experience within banking, digital banking (Mobile/Web Applications), or Credit Union environments
Experience working or supporting customers through case management tools/software such as Salesforce, ServiceDesk, Jira, Or JSource
Ability to work an eight-hour shift Monday through Friday between the hours of 7:00 am to 7:00 pm CT
Ability to assist with rotating on-call duties approximately once a quarter
Preferred
Bachelor's Degree with focus on Banking, Accounting, Finance, or Business
Experience with relational database research and writing SQL queries
Experience with database research and implementations including working with XML files/Logs
Experience with observability/search technologies such as Datadog and/or Elasticsearch
Working knowledge of system integrations such as APIs (executing requests and interpreting documentation)
Experience in Software Implementation
Benefits
Comprehensive benefits designed to support your physical, mental, and financial health
Company
Jack Henry
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.
5001-10000 employees
H1B Sponsorship
Jack Henry has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (10)
2023 (14)
2022 (10)
2021 (9)
2020 (9)
Funding
Current Stage
Public CompanyTotal Funding
unknown1985-11-20IPO
Leadership Team
Greg Adelson
Chief Executive Officer
Kevin williams
CFO
Recent News
2026-01-09
2026-01-06
Company data provided by crunchbase