At Jack Henry, 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.
In this role, candidates will be supporting an outbound support center where bank customers place ticket cases. Candidates pick up cases and call customer back immediately to try to resolve their case. This position will support the JHA SilverLake team where representatives will assist with software support and balancing as it pertains to various financial institutions’ general ledger. Candidates will have direct interaction with customers over the phone in this software support opportunity.
This position can be worked remotely throughout the U.S.
What you’ll be responsible for:
- Provide level one troubleshooting. Accurately assess the bank customer’s product issue or problem. Ask the user well thought out or detailed questions and carefully listen to the user’s response to fully comprehend the need, product issue, and best avenue for resolving the problem.
- Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keep current on most recent changes and/or upgrades.
- Identify and resolve application and service issues and any other questions that may arise. Answer general application questions.
- Provide appropriate personnel a precise understanding of user’s issues when the problem needs to be escalated to a higher level.
- Monitor incoming cases and emails and resolve in accordance with Service Level Standards (SLS). Use available support tools to assist the customer and/or recreate the issue.
- Participate in training programs to continuously improve product knowledge and service skills.
- May perform other job duties as assigned.
What you’ll need to have:
- A Minimum of 5 years working in one or more of the following areas:
- Accounting
- Financial Institution
- Technical Support
- General Ledger balancing including settlement/clearing balancing
- Fed Balancing
- Daily/monthly reconciliations and balance verifications
What would be nice for you to have:
- Associate or bachelor’s degree in accounting.
- Experience with SilverLake Jack Henry software is highly preferred.
- Ability to be self-motivated and work independently.
If you got this far, we hope you’re feeling excited about this opportunity. Even if you don’t feel you meet every single requirement on this posting, we still encourage you to apply. We’re eager to meet motivated people who align with Jack Henry’s mission and can contribute to our company in a variety of ways.
Why Jack Henry?
At Jack Henry, we pride ourselves through our motto of, “Do the right thing, do whatever it takes, and have fun.” We recognize the value of our associates and believe much of our company’s strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.
Culture of Commitment
Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success.