Jack Henry and Associates Card Services Support Representative in San Diego, California
An exciting and rewarding opportunity is available in our Episys Cards Implementation department of Symitar, a Jack Henry & Associates company.We are currently seeking a Card ServicesSoftware Support Representative to provide software user support for Online ATM, Debit, In-house Credit and Shared Branching modules to credit union customer's technical staff. Responsibilities include tracking and troubleshooting telephone and online inquiries, working with internal departments to facilitate and resolve programming and network issues.
2 years of experience working in a Financial Institution.
Previous Cards experience (Debit, ATM, or Credit).
Associate or Bachelor's degree.
Credit Union software support experience.
General knowledge of specific product(s) supported and basic knowledge of other core and complimentary products.
Able to provide outstanding customer service, a it relates to corporate policies and standards.
Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.
Experience using support tools to identify or recreate customer issues.
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 assist in training new employees or serve as go-to person for team members.
May manage hardware capacity and performance
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.
Females, minorities, veterans, and individuals with disabilities are encouraged to apply.