Technical Support Representative

Job Description
Jack Henry & Associates has an exciting opportunity for the talented, focused and ambitious, with our Vertex In-House Support Team as a Technical Support Representative or (TSR)! As a TSR, you will play an integral role to customer satisfaction for those clients that are using our Vertex and Xperience Teller Capture technology. In this role you will provide troubleshooting for hardware and software, as well as provide assistance with transactional balancing issues.
As a JHA associate you are more than just an employee, you are a valued member of the organization that is dependent on you and your success! JHA stresses a company culture that encourages you to think outside the box and to grow in your professional career. As a JHA employee you will enjoy a casual and relaxed work environment, a terrific benefit package, and a generous PTO plan that allows you to maintain a work life balance.
This position can be worked from either Birmingham AL.
MINIMUM REQUIREMENTS
+ Must be available to participate in an on call rotation
+ Must have at least 18 months experience working within at least 1 of the following areas: the banking/ financial industry, working within a technical support environment providing hardware or software support, or in the accounting industry.
PREFERRED SKILLS
+ An Associates or a Bachelor?s degree in Information Technology, or a Business Related Discipline
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.
+ Participates in training programs to continuously improve product knowledge and service skills.
+ Assess hardware capacity, set-up and performance vs. software needs
Equal Employment Opportunity
Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
Females, minorities, veterans, and individuals with disabilities are encouraged to apply.
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REQNUMBER: 12638-1A 224a9e7333ad483bb9577eceaeef79c3

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