Application Support Representative

Company Name:
Jack Henry and Associates
Job Description
The Application Support Representative will provide application support to bank customers via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer's issue, while strengthening the customer-JHA relationship.
Minimum of 1 year of experience supporting applications in a Tier-one support role.
General software and network application knowledge
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Must be a self starter and able to communicate with customers in a clear and concise manner.
Associate or Bachelor's degree
Financial Services experience
Will navigate customers through the Browser Smart GL and Web Help applications to resolve issues.
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 e-mails 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 application knowledge and service skills.
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.

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