Jack Henry & Associates, Inc. Technical Support Representative in Seattle, Washington
General information JobID: 9715 Position Level: Individual Contributor Team: Implementation & Support Position Type: Regular Working Time: Full-Time Locations: Allen, Texas, Remote, Remote Travel Requirements: 5% Description & Requirements At Jack Henry & Associates, 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. For this opening, we are seeking a customer focused, highly motivated individual to fill a Technical Support Representative role within their Credit Union Technical Support team. This group supports the Episys client base by solving issues with the Symitar software and management of the IBM AIX servers.As a Technical Support Representative, you will provide credit union product support to clients via the telephone and/or internet. In this role, you will gain product knowledge through various training avenues that will allow you to provide the highest level of service to resolve the client issues and restore the client to fully functioning status.This role is available Remote or in our Allen, TX office location. There is minimal (10% or less) required travel. What you'll be responsible for: 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 manage hardware capacity and performance and assess hardware needsWhat you'll need to have: Minimum of 2 years of experience in technical support or troubleshooting. Must have experience working in a windows environment.Must have previous financial institution experience (credit union or bank).Must be available to work the following shift: Wednesday - Saturday from 6 PM PST - 5 AM PST.What would be nice for you to have: AIX/Unix/Linux experience.Associate or bachelor's degree.