Technical Support Representative: ImageCenter Support

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you.

The Technical Support Representative will join our ImageCenter Support team and will provide product support to customers over the telephone and/or internet in a Windows OS/MS SQL environment. Using product knowledge, you provide the highest level of service to resolve the customers issue and restore the customer to fully functioning status, while strengthening the customer relationship. If you have a strong background in banking and or credit union operations or have worked in a call center or perhaps have strong technical troubleshooting experience, this position may be a great match for you!

This is a remote position; however candidates must live within approximately a 70-mile radius of our office location in Troy, MI.

This position will work scheduled 8-hour shifts, Monday through Friday, that fall between the hours of 7:00amCST and 8:00pmCST. Scheduled shifts will vary throughout the week due to customer needs and will include a 12pmCST - 8pmCST shift once per week.

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:

• Provides up to level two 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 perform other job duties as assigned.

What you'll need to have:

• A minimum of 4 years of experience in software technical troubleshooting.
• Experience with SQL databases
• Ability to work 8-hour scheduled shifts, Monday through Friday, that fall between the hours of 7:00 AM CST and 8:00 PM CST.
• Ability to work 8 on-call, after-hours rotations per year.

What would be nice for you to have:

• Strong knowledge of the financial industry, as it relates to banks and credit unions.
• Strong knowledge of product(s) supported and general knowledge of other core and complimentary products. Able to serve as Subject Matter Expert (SME) on product functionality.
• Able to identify and resolve application and service issues.
• Able to provide outstanding customer service as set forth by corporate policies and standards.
• Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.
• Associate or Bachelor's degree preferred.
• Experience with networking concepts in a MS environment.

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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We're also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

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. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It's this shared commitment that drives our success. We're proud to foster an environment where inclusion, sustainability, and community impact are more than values, they're how we operate. Visit our Corporate Sustainability 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.