Technical Support Representative III - Digital Banking

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.

We are looking for a Technical Support Representative will be joining our Digital Banking team and will be responsible for the day-to-day care and nurturing of customer relationships post implementation. You will be their voice to internal teams and will act as an advocate and extension of their team. You will serve as the primary point of contact for any support requests and any product application/service support for our customers. Your main goals are to mobilize resources internally to meet customer needs, prioritize incoming requests, and sustain customer satisfaction and loyalty.

We are seeking candidates who have a history of working with Financial Institutions, banks, or credit unions, who enjoy researching issues and getting to the bottom of a problem. We're also looking for people who are passionate, friendly, and capable of building relationships with our Financial Institutions while working independently in a remote work environment.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Louisville, KY; Birmingham, AL; Charlotte, NC; Springfield, MO; or Monett, MO.

The salary range for this position is $48,350- $67,869 and will be determined based on location and experience level.

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:

Provide level one troubleshooting. Accurately assess the customer's product issue or problem. Ask 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.
Research 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.
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 resolves in accordance with Service Level Standards (SLS). Uses 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:

Combined 4 years of onsite/phone customer support OR technical customer support experience within banking, digital banking (Mobile/Web Applications), or Credit Union environments.
Experience working or supporting customers through case management tools/software such as Salesforce, ServiceDesk, Jira, Or JSource.
Ability to work an eight-hour shift Monday through Friday between the hours of 7:00 am to 7:00 pm CT.
Ability to assist with rotating on-call duties approximately once a quarter.

What would be nice for you to have:

Bachelor's Degree with focus on Banking, Accounting, Finance, or Business.
Experience with relational database research and writing SQL queries.
Experience with database research and implementations including working with XML files/Logs.
Experience with observability/search technologies such as Datadog and/or Elasticsearch.
Working knowledge of system integrations such as APIs (executing requests and interpreting documentation).
Experience in Software Implementation.

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 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.

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.