Technical Support Coordinator – Jack Henry and Associates, Inc. – Remote

Technical Support Coordinator

Jack Henry and Associates, Inc.

113 reviews


Remote

Symitar, a Jack Henry & Associates division, is currently hiring for a Technical Support Coordinator. This role acts as a team lead in providing product support to customers via the telephone and/or internet. You will be using product knowledge of core and complimentary products to 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 Technical Support Coordinator is responsible for initial contact and/or support of department customers. The coordinator is required to proactively address incoming support cases. They will respond to incidents and issues reported by the Help Desk by performing initial technical analysis. The position will apply analytical, technical, and system administration knowledge to troubleshoot, analyze, resolve and/or properly assign customer’s application and service issues.

MINIMUM QUALIFICATIONS:
Minimum of 4 years of experience in a financial institution or technical support.

PREFERRED SKILLS:
Associate’s or Bachelor’s degree preferred.

Experience working with SharePoint and Excel.

Familiarity with SQL is a plus.

Excellent knowledge of the financial industry as it relates to banks and credit unions.

Able to provide outstanding customer service as set forth by corporate policies and standards.

Able to coordinate daily operations of a team. Able to serve as “go-to” person for questions and issues.

Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.

ESSENTIAL FUNCTIONS:
Acts as the escalation point for complex customer issues from technical support personnel. Provides guidance in researching and resolving customer issues.

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 caliber 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.

Provides appropriate personnel a precise understanding of user’s issues when the problem needs to be escalated to a higher level. Acts as a liaison to programmers regarding issues or requested changes.

Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS) guidelines. Uses available support tools to assist the customer and/or recreate the issue.

Participates in customer requested conference calls.

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

Acts as a team mentor.

Assists supervisor and/or managers with annual reviews.

May create and perform internal training.

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.

113 reviews

Jack Henry & Associates (JHA) provides integrated in-house and outsourced software systems for data processing to some 12,000 banks, credit…

About secureteam

secureteam
A Computer Programmer whose articles got mentions from the likes of The New York Times, Kissmetrics and AllTopStories. He writes articles, novels and poems; spends most of his time reading everything he could get his hands on. He is currently pursuing his Masters from The University of Illinois and holds a Bachelors in Electronics Engineering from the University of California. He is a programmer, a motivational writer and speaker.

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