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Jack Henry and Associates, Inc. Software Support Representative (Loan Software Support) in Denver, Colorado

General information JobID: 8833 Position Level: Individual Contributor Team: Implementation and Support Position Type: Regular Working Time: Full-Time Locations: Monett, Missouri, Remote, Remote, Springfield, Missouri Travel Requirements: 0% Description and RequirementsAre you looking for an opportunity to utilize your software or technicalsupport skills in a phone support environment? If so, this position maybe perfect for you! Jack Henry and Associates is seeking to hire acandidate for an exciting role as a Software Support Representative. In thisrole, candidates will be supporting an outbound support center where bankcustomers place ticket cases. Candidates pick up cases and call customers backimmediately to try to resolve their case. This team supports the softwarecore JHA system where deposits, savings accounts, and loans are offered tocustCandidates will have direct interaction with customers over the phone in thissoftware support opportunity.About this teamJack Henry and Associates Banking Operations Support Services providesoperational support of Jack Henry's core system products and all relatedadd-on modules to in-house and outsourced customers. The team focuses on 4main product areas; General Ledger, Loans, Deposits, and Coreoperation support working part of this large but smaller team environment.MINIMUM QUALIFICATIONSMinimum 18 months of financial or banking institution or technicalsupport experience.Minimum of 1 year of customer-facing experience.Must have a working knowledge of loan or deposit operations.PREFERRED QUALIFICATIONSExperience in one or more of the following is preferred: AdjustableRate Loans, Charge Offs, Collections, Lines of Credit, CollateralTracking, Credit Bureau Reporting, Dealer Lending, Escrow, EscrowAnalysis, HMDA, End of Year Tax Reporting, and/or FannieMae/Freddie Mac LExperience with Jack Henry software.Ability to be self-motivated and work independently.ESSENTIAL FUNCTIONSProvides level one troubleshooting. Accurately assesses the customer'sproduct issue or problem. Asks the user well thought out or detailedquestions and carefully listens to the user's response to fullycomprehend the need, product issue, and best avenue for resolving theproblem.Researches customer problems/issues to increase personal knowledge andfamiliarity with the supported product and to provide the highest level ofsupport possible. Keeps current on most recent changes and/or upgrades.Identifies and resolves application and service issues and any other questionsthat may arise. Answers general application questions.Provides appropriate personnel a precise understanding of user's issues whenthe problem needs to be escalated to a higher level.Monitors incoming cases and emails and resolves in accordance with ServiceLevel Standards (SLS). Uses available support tools to assist thecustomer and/or recreate the issue.Participates in training programs to continuously improve product knowledgeand service skills.May manage hardware capacity and performance and assess hardware needs.Equal Employment OpportunityAt Jack Henry, we know we are better together. We value, respect, andprotect the uniqueness each of us brings. Innovation flourishes by includingall voices and makes our business-and our society-stronger. Jack Henry is anequal opportunity employer and we are committed to providing equal opportunityin all of our employment practices, including selection, hiring,performance management, promotion, transfer, compensation, benefits,education, training, social, and recreation