Technical Support Representative - SQL/Windows
Company Name:
Jack Henry and Associates
Job Description
SUMMARY
Under moderate supervision, provides product support for Jack Henry's Telephone Banking products via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.
ESSENTIAL FUNCTIONS
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.
Provide after-hours support on rotating schedule.
Participates in training programs to continuously improve product knowledge and service skills.
May manage hardware capacity and performance and assess hardware needs of our clients.
MINIMUM QUALIFICATIONS
Minimum of eighteen months of experience in a financial institution, technical support or related field; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
Analytical and deductive logic used for problem-solving
Windows server knowledge (2003 & 2008)
Strong customer service background
Ability to work on-call rotation every 6 weeks
Preferred:
Associate or Bachelor's degree in Information Systems or related field
QA background
SQL server knowledge (2003 & 2008)
Equal Employment Opportunity
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
EOE-M/F/Vet/Disability
APRIND123
APRIND1234
REQNUMBER: 8867-1AEstimated Salary: $20 to $28 per hour based on qualifications.
Jack Henry and Associates
Job Description
SUMMARY
Under moderate supervision, provides product support for Jack Henry's Telephone Banking products via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.
ESSENTIAL FUNCTIONS
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.
Provide after-hours support on rotating schedule.
Participates in training programs to continuously improve product knowledge and service skills.
May manage hardware capacity and performance and assess hardware needs of our clients.
MINIMUM QUALIFICATIONS
Minimum of eighteen months of experience in a financial institution, technical support or related field; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
Analytical and deductive logic used for problem-solving
Windows server knowledge (2003 & 2008)
Strong customer service background
Ability to work on-call rotation every 6 weeks
Preferred:
Associate or Bachelor's degree in Information Systems or related field
QA background
SQL server knowledge (2003 & 2008)
Equal Employment Opportunity
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
EOE-M/F/Vet/Disability
APRIND123
APRIND1234
REQNUMBER: 8867-1AEstimated Salary: $20 to $28 per hour based on qualifications.
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