At Jack Henry, 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.
Jack Henry and Associate’s 4|sight - Check Imaging Solutions team has an opening for a Technical Support Representative. If you have a strong proof of deposit background, back-office operations, or technology background in a Financial Institution, this position may be a great match for you! This role is a phone support environment where you will be supporting banks or item processing centers using the 4|sight Image Solution to capture confidential checking information, Print Statements, key, and balance work.
The 4|sight Technical Services Team consists of Technical Support Engineers, Technical Support Representatives, and 3 Supervisors that handle all escalated support cases. This environment is a Tier III support role troubleshooting Windows OS (SQL, Windows Server, Windows 7 and higher).
Jack Henry provides a strong opportunity for career progression not only within 4|sight - Check Imaging Solutions but across the organization with the following examples as areas you can progress to: Technical Support Engineer, Senior / Technical Support Engineer, Manager, or Supervisor.
This position will work remotely and can be based anywhere within the U.S.
Must be able to travel up to 5% to support customers onsite and attend meetings and/or training.

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 discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.
Requests for full corporate job descriptions may be requested through the interview process at any time.

• 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.
• Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.
• 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.
• May manage hardware capacity and performance and assess hardware needs.
• May perform additional job duties as assigned.