Technical Support Representative III : Lending Solutions

Description & Requirements

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

The Technical Support Representative III for Jack Henry Origination will provide expert-level technical support for financial institution clients using the LoanVantage and OpenAnywhere systems, which encompass both deposit and lending platform systems. This role is responsible for diagnosing and resolving complex product issues, serving as a subject matter expert, and contributing to the overall knowledge and efficiency of the support team.

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

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 :

• Serve as a primary contact and subject matter expert for client-facing support issues and daily questions related to Jack Henry Origination lending and deposit platform systems.
• Accurately assess, troubleshoot, and resolve complex product issues reported by customers, using well-thought-out questions and careful listening to fully comprehend the problem.
• Monitor and resolve incoming cases and emails in accordance with Service Level Standards (SLS).
• Utilize available support tools to assist customers, recreate issues, and perform research to increase personal knowledge of supported products.
• Provide a precise understanding of user issues to appropriate personnel when a problem needs to be escalated.
• Participate in training programs to continuously improve product knowledge and service skills and stay current on recent changes and upgrades.
• Assist in training less experienced peers and may serve as a first-tier of response for escalated cases.
• Contribute to internal documentation, trend reporting, and other knowledge-sharing initiatives.
• Work on special projects or research as needed.
• May perform other job duties as assigned.

What you'll need to have :

What would be nice for you to have :

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 eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

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. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility 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.

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