Jack Henry and Associates Synergy-Technical Support Representative in Troy, Michigan

Job Description


The Synergy Technical Support Representative is a Software Application Support specialist.The Synergy application is a Document Image Archival solution which stores scanned images/documents, checks and loaded reports on electronic storage media. The Synergy TSR is critical to the success of the Synergy Product. They are the face of JHA and are the primary source for forming the customers opinions of JHA. This role requires you to have strong verbal and written communication skills for external customer support. Being self- motivated and having the willingness to take on new challenges will aid in your success as a Technical Support Representative.

This elite support position is responsible for working directly with customers to troubleshoot application issues. Strong verbal and written communication skills are essential as the position requires the TSR to work with novice users, customer’s IT staff and JHA Developers. The TSR will work with customers via the phone and by remote connection to the customer’s pc/server via a secure internet connection.

Every detail of this communication and troubleshooting will be recorded in JHA’s Customer Relationship Management system. The success of the TSR is based on customer issue resolution, superior communication, recorded detailed notes of all troubleshooting and interactions, This position may require some out of state travel and the candidate must be willing to work holidays, weekends, or extended hours as business needs dictate to satisfy department requirements.


  • Must have a minimum of 18 months experience in phone support to provide troubleshooting on software applications with PC and Server hardware (Helpdesk, Desktop and or Network Support).

  • Must be able to travel up to 10%; Travel may be needed to attend training at another JHA office or for supporting customers onsite.

  • Must be able to work 8 to 5 or 9 to 6 Mon – Fri and some holidays.

  • Must be able to work a 24x7 on call shift at least once per month and a weekend shift once every 6 to 8 weeks.


  • Bachelors and or Associate’s degree is preferred.

  • Ability to work individually and with a team in a fast-paced environment.

  • Experience in supporting and/or administering Microsoft Products and network administration is preferred.

  • SQL query knowledge is preferred.

  • Any Microsoft Certifications are preferred.

  • Experience with Visual Studio, ASP scripting are preferred.

  • Experience with SQL database is preferred.


  • Provides level one troubleshooting via phone and remote connection to customer system. 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 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 resolve the issue.

  • Participates in training programs to continuously improve product knowledge and service skills.

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.