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Technical Support Representative

Technical Support Representative Are you someone who wants to showcase your excellent customer service and advanced troubleshooting skills in fast-paced highly technical environment?  If so, this position might be for you!  Jack Henry & Associates is seeking a Technical Support Representative who will provide support for the enterprise managed secure file transfer (MSFT) service. Candidates will work on support cases to help resolve file transfer problems and ensure successful file exchange between internal Jack Henry associates/business units, our customers and third-party business trading partners.  Candidates must be able to work a standard shift, Monday to Friday, 8:00 am to 5 pm CST and be able to participate in after-hours call rotation one week every five weeks.  Occasional weekend or evening work as business needs dictate.  About this Team The JHA Cloud Services File Transfer Operations team manages the Secure File Transfer service which provides Jack Henry, its clients and third-party tradingpartners with a centralized, secure, electronic file delivery service.  Reporting to the Systems/Network Administration Manager, candidates will be joining a team of 8 employees who are geographically dispersed across multiple Jack Henry locations.  MINIMUM QUALIFICATIONS A minimum 5 years of experience working in a technical support, help desk support or systems analyst support role. Must have worked on applications that run on Windows Server 2008, 2012 R2 or Windows Server 2012 R2, or Red Hat Enterprise Linux 6/7, or CentOS 6/7. PREFERRED QUALIFICATIONS Knowledge of or experience with secure file transfer protocols (FTPS, HTTPS, SFTP), basic networking, and troubleshooting. Knowledge of or experience with a managed secure file transfer system or service Knowledge of or experience with basic scripting and REST APIs is a plus. ESSENTIAL FUNCTIONS Provides level one, two, and some level three troubleshooting.  Accurately assesses the customer's 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 problem and when it 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 problem. Participates in training programs to continuously improve product knowledge and service skills. Comfortable working in a high-volume, fast-paced environment, with some team members located in other physical locations. May assist in training new employees or serve as go-to person for team members.
Salary Range: NA
Minimum Qualification
5 - 7 years

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