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

Overview

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 pave 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, 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, focused on Certificates of Deposit (CD), Individual Retirement Accounts (IRA), Safe Deposit Boxes, and Customer Information Files.

This is a remote position; 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 you will need immigration support now or in the future (e.g., H‑1B, STEM OPT Training Plans, etc.). All positions, regardless of location, may require an onsite interview or in‑person onboarding to verify your identity.

• Provide level one troubleshooting, accurately assessing the customer’s product issue, asking detailed questions, and listening carefully to fully comprehend the need.
• Research customer problems to increase personal knowledge and familiarity with the supported product, keeping up to date on recent changes and upgrades.
• Identify and resolve application and service issues and answer general application questions.
• Provide higher‑level support personnel with a precise understanding of the user’s issues when escalation is required.
• Monitor incoming cases and emails, resolving them in accordance with Service Level Standards (SLS) and using available support tools to assist the customer or recreate the issue.
• Participate in training programs to continuously improve product knowledge and service skills.
• Assist in training new employees or serve as the go‑to person for team members.
• May manage hardware capacity and performance and assess hardware needs.
• 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.
• Skill 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.
• 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), Individual Retirement Accounts (IRA), Safe Deposit Box management, and Customer Information File (CIF) processes within a financial institution.
• Familiarity with Jack Henry core systems such as Silver Lake or CIF 20/20.

Even if you don’t meet every single requirement, we 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,…