Technical Support Representative, Associate


DETAILS

Location: Monett, MO, MO, 65708-8215
Employee Type: full time
Experience: 2 - 5 years
Education: Highschool GED
Travel Required: none

DESCRIPTION

SUMMARY

Under direct supervision, provides product support to clients via the telephone and/or internet.  Using product knowledge, provides the highest level of service to resolve the client's issue and restore the client to fully functioning status, while strengthening the client-JHA relationship.  We currently have 2 openings for this position.  One opening is for the Tuesday - Saturday 5:00 PM - 2:00 AM shift and the other opeing is for the Tuesday - Saturday 1:00 AM - 10:00 AM shift.

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.

 

MINIMUM QUALIFICATIONS

  • High school diploma or equivalent required.  Associate’s or Bachelor’s degree preferred.
  • 6+ months of professional IT support experience including hardware and software support.

KNOWLEDGE AND SKILLS

  • Learning to use professional concepts.  Works on projects of limited scope and complexity.  Follows standard practices and procedures in analyzing situations from which answers can be readily obtained.
  • Basic knowledge of the financial industry as it relates to banks and credit unions.
  • Basic knowledge of specific product(s) supported.
  • Able to use support tools to identify or recreate customer issues.
  • Able to identify and resolve application and service issues.
  • Able to provide outstanding customer service as set forth by corporate policies and standards.
  • Demonstrates communication and customer interaction skills in accordance with SLS policies and guidelines.

WORKING CONDITIONS

  • Typical office setting with environmentally controlled conditions.
  • Able to work holidays, weekends or extended hours as business needs dictate.
  • May require occasional overnight or extended travel.
  • May require the ability to work remotely.

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. 


REQUIREMENTS


Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

EOE-M/F/V/D


THIS JOB IS DELETED

COMPANY

Jack Henry and Associates


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