Technical Support Representative II

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you. Jack Henry is seeking to hire a Technical Support Representative to join the CRM Synapsys team. In this role, candidates will use banking and / or credit union experience to provide application technical support to Synapsys customers after installation. You will support a variety of customer case needs while building strong, trusted customer relationships. The ideal candidate will have a technical aptitude and experience within a financial institution, and a proven ability to deliver excellent customer service and support. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Birmingham, AL; Charlotte, NC; Louisville, KY; Cedar Falls, AI; Lenexa, KS; Springfield, MO; or Monett, MO. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. What you'll be responsible for: 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. May manage hardware capacity and performance and assess hardware needs.

May perform other job duties as assigned. What you'll need to have

Minimum of 18 months of experience in a financial institution in a customer service, technical support, or software implementation role. Must have experience working in the fintech, banking or at a credit union.

Ability to serve in an after-hours on-call rotation. What would be nice for you to have: Excellent written and verbal communication skills. Experience with or knowledge of technical and system applications. Excellent troubleshooting skills. Experience with or knowledge with various JHA products and services. Knowledge of Microsoft SQL Studio Manager and connecting to SQL Servers. 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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. We're also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of... For full info follow application link. 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.