Under general supervision, provides technical support to customers, product specialists and consultants with regards to technology products.
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.
Checks out and approves operational quality of system equipment.
Instructs customers in the operation and maintenance of the system.
Performs on-site or remote customer work including design, installations, repairs, testing, upgrades and/or maintenance on technical products.
Identifies customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
Instructs customers in the operation and maintenance of the system. Resolves customer problems and answers questions.
Serves as liaison between the company and customers.
Conveys customer feedback to technical design and engineering staff.
High school diploma or equivalent required. Associate or Bachelor’s degree preferred.
Minimum of five years of experience in related field; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
KNOWLEDGE AND SKILLS
A seasoned, experienced professional with a full understanding of area of specialization. Works on moderately complex and diverse projects. Exercises good judgment in selecting methods and techniques for obtaining solutions.
Strong knowledge of JHA product(s) supported and strong knowledge of other products.
Strong programming knowledge.
Able to meet deadlines.
Strong communication and customer interaction skills. Able to provide outstanding customer service to JHA customers.
Able to identify and resolve application and service issues.
Typical office setting with environmentally controlled conditions.
Able to work extended hours as business needs dictate.
COMPANY CONFORMANCE STATEMENT
In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:
Complete quality work within deadlines.
Interact professionally with other employees, customers and suppliers.
Work effectively as a team contributor on all assignments.
Communicate and coordinate work efforts with other employees, customers and suppliers.
Perform other duties as assigned.
Attend work regularly based on the assigned schedule.