Software Support Representative; CD​/IRA, CIF, Misc

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.

Jack Henry is seeking a Software Support Representative to join our Banking Operations Support Services team. In this role, you will deliver exceptional Tier 1 support to our banking clients, serving as the first point of contact in a dynamic phone support environment. You’ll work within a ticket management system to troubleshoot and resolve customer cases efficiently and professionally.

Our team provides operational support for Jack Henry & Associates’ core systems and related add‑on modules for both in‑house and outsourced customers. Areas of focus include Certificates of Deposit (CD), Individual Retirement Accounts (IRA), Safe Deposit Boxes, and Customer Information Files.

If you’re passionate about delivering outstanding customer service and enjoy problem‑solving in a fast‑paced environment, we’d love to hear from you!

This is a remote position, and candidates must live within approximately a 70‑mile radius of our office locations in Allen, TX;
Lenexa, KS;
Springfield, MO; or Monett, MO.

This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H‑1B, STEM OPT Training Plans, etc.).

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 manage hardware capacity and performance and assess hardware needs.
• May perform other job duties as assigned.

• Minimum of five years working in a financial institution or in a software support role, with a solid understanding of banking operations and technology.
• Ability to participate in a rotating on‑call schedule (approximately one week per month) to ensure uninterrupted client support.
• Ability to clearly explain support issues and maintain a professional, customer‑focused demeanor.
• Skilled at analyzing issues, identifying root causes, and implementing effective solutions under pressure.
• Comfortable working in a fast‑paced environment and managing multiple priorities while maintaining accuracy and attention to detail.
• Must have the ability to work independently as well as collaboratively with the team.

• Strong understanding of the financial services sector, particularly banking and credit union operations.
• Hands‑on experience with Certificates of Deposit (CD),…