At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.

At Jack Henry & Associates, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.

As a Technical Support Representative (Tier 2) on the Banno Team at Jack Henry & Associates, you will be responsible for the day-to-day care and nurturing of customer relationships post-implementation. You are their voice to internal teams and act as an advocate and extension of their team. You are the primary point of contact for any support requests and any product application/service support for our customers. Your main goals are to mobilize resources internally to meet customer needs, prioritize incoming requests, and sustain customer satisfaction and loyalty.

In this role, we are seeking candidates who are highly technical, have experience with log tools used during research, and have supported implementations of new features according to established operational agreements.

About the Banno Team:

We are committed to creativity, thoughtfulness, culture, and openness—the perfect place to make phenomenal products that have a big impact. Our work environment echoes a modern tech start-up, but we have the security and benefits of a large, publicly-traded company. With this customer-facing role, you’ll have the opportunity to work with many cross-functional teams which provide the ability to learn about every aspect of our business.

This position will be hired in Cedar Falls, IA, Springfield, MO, Allen, TX, Lenexa, KS, or Remotely within the US.

What you’ll be responsible for:

• Provides level two 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 emails 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.

• Maintains process documentation and ensures that procedures are up-to-date

• May assist in training new employees or serve as Subject Matter Expert for team members.

• May manage hardware capacity and performance as well as assess hardware needs.

• May perform other job duties as assigned.

What you'll need to have:

• Minimum 4 years of onsite/phone customer support OR technical customer support experience within banking or digital banking (Mobile/Web Applications) or Credit Union environments.

• Must have experience working or supporting customers through case management tools/software such as Salesforce, ServiceDesk, Jira OR JSource.

• Must have experience with relational database research and writing SQL queries

• Must have experience working with XML files/logs

• Excellent soft skills such as communication and critical thinking are a must.

• Ability to travel up to 5% to attend JHA meetings, trainings, and/or professional conferences.

What would be nice for you to have:

• Bachelor’s Degree

• Experience with observability/search technologies such as Datadog and/or Elasticsearch.

• Experience in Software Implementation.

• Experience working in or with a Financial Institution.

• Working knowledge of system integrations such as APIs (executing requests and interpreting documentation).

• Experience reading application code is advantageous.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry’s mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company’s strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job description may be requested through the interview process at any time.

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