Technical Support Representative III

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.

If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you.

The position associated with this posting focuses on bank teller software designed to streamline transaction processing at the teller counter. This software enables tellers to efficiently handle a variety of tasks, including transaction execution, memo posting, receipt generation, and cash position management across all drawers within the Teller system.

This position is a hybrid role requiring at least 2 days per week in any of the following office locations:
Allen, TX;
Birmingham, AL;
Springfield, MO;
Monett, MO.

The salary range for this position is $51,700 - 64,600 and will be determined based on location and experience level.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

• 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 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.
• May assist in training new employees or serve as go-to person for team members.
• May perform other job duties as assigned.

• Minimum of five years' experience in a financial institution or technical support role.

• A seasoned, experienced professional with a full understanding of area of specialization. Works on moderately complex and diverse projects. Exercises good judgment in selecting methods and techniques for obtaining solutions.
• Strong knowledge of the financial industry as it relates to banks and credit unions and teller operations.
• Strong knowledge of Windows PC with general knowledge of network communications.
• Strong knowledge of product(s) supported and general knowledge of other core and complimentary products. Able to serve as Subject Matter Expert (SME) on product functionality.
• Able to use support tools to identify or recreate customer issues.
• Able to identify and resolve application and service issues.
• Able to provide outstanding customer service as set forth by corporate policies and standards.
• Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines.

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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We're also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of account holders.

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. Our culture empowers us to rise to challenges, seek new opportunities, and support one…