Jack Henry and Associates Technical Support Representative in Sioux Falls, South Dakota
Jack Henry and Associates Synapsys Group is seeking a Technical Support Representative to provide product support to customers via the telephone and/or internet. In addition they will provide the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship. The Synapsys software product automates client relationship management (CRM), customer service and event tracking, and sales and marketing initiatives for high-performing banks. The contemporary functionality places the power of information and efficient client interaction and workflow at the fingertips of sales associates, calling officers, lenders, and support staff. Synapsys was exclusively designed to support FIs' unique sales environments and to easily assimilate into day-to-day operations
5 years’ experience working in a financial institution or providing technical support
Able to work holidays, weekends or extended hours as business needs dictate
Associate or Bachelor’s degree
Banking/Credit Union experience
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 e-mails 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 and assess hardware needs.
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.