Technical Support Representative II

This position may be worked remotely within the United States, with the exception of California. The hours will be from 6.30am CST - 3.30pmCST or 10:00amCST - 7:00pmCST, Monday through Friday. There is also a rotating on-call shift for weekend scheduling.

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:

• Assesses customer product issues, and provides level 1 troubleshooting and support.
• Asks the user well-thought-out and detailed questions to fully comprehend the need, product issue, and the best avenue for resolving the problem.
• Researches customer problems 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 customer'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 to 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., No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time. 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.

The ideal candidate is articulate and has strong communication skills, has a passion for customer service, enjoys solving puzzles and learning new things, and is competent in Windows Server operating systems., * Minimum of 18 months of experience providing technical support with Microsoft operating systems (ex: DNS issues, Servers, Web Browser, Printer setup, email setup and troubleshooting) in a large volume call center or data center environment via phone walk-throughs and troubleshooting while also using remote access utilities (MS Teams).

• The hours will be from 6:30am CST- 3:30pm CST or 10am CST to 7pm CST, Monday through Friday. There is also a rotating on-call shift for weekend scheduling.

What would be nice for you to have:

• Microsoft Certifications: MCSE, MCSA, CompTIA A+, etc.
• Experience supporting applications in a Windows Server 2012/2016 environment.
• Strong communication skills.
• Strong Customer service skills.
• Team player but self-motivated.
• Attention to detail.
• Willingness to learn.
• Experience working within an alternate office environment (Remote).

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.

Why Jack Henry?

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., 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 accountholders. 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. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It's this shared commitment that drives our success. We're proud to foster an environment where inclusion, sustainability, and community impact are more than values, they're how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders. Equal Employment Opportunity At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.