Technical Support Representative III : Lending Solutions

Overview

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 : 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 to verify identity.

Responsibilities

• 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 knowledge of supported products.
• Provide a precise understanding of user issues to appropriate personnel when escalation is needed.
• Participate in training programs to improve product knowledge and service skills and stay current on 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 and perform other duties as assigned.

Qualifications

Nice to Have

Why Jack Henry?

We offer benefit programs to support physical, mental, and financial well-being and a culture that values collaboration and commitment. We are an equal opportunity employer and provide equal opportunity in all employment practices. No discrimination based on protected statuses is tolerated.

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