Entry Level Technical Support Representative

Company Name:
Jack Henry and Associates
Job Description
Exciting entry level position for a Technical Support Representative in one of the most exciting software companies in America. This position will be responsible for monitoring systems for alerts that need responded to, and any patches that may need installed. This position provides product support to clients via the telephone and/or internet. This position is responsible for providing the highest level of service to resolve the client's issue and restore the client to fully functioning status, while strengthening the client-JHA relationship. Jack Henry offers a competitive salary plan, excellent benefits in a fun, casual environment. Come see why JHA was voted one of ComputerWorlds top 100 places to work!
Basic Computer skills with Microsoft Office experience
Excellent Communication Skills, both written and verbal
Detail oriented
Ability to work as a team and as an individual
Able to follow instructions
Shift Schedule: Wednesday - Saturday 5:00pm -4:00 am
Provides level one 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 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 product 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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