Software Support Representative Loans

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. (Suggested opening summary - hiring manager can update or change.)

Add 2-3 sentences on the specific area of focus for this role. Information about what it would take to be successful in this role, team information etc. Include location, salary range, travel requirements, and any out of standard business hours or shifts that are required for this role.

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.

Additional Info for internal candidates field:

We encourage all qualified associates to apply for this opportunity, regardless of your current work location. For internal applicants, including those in California, this role is not limited to the locations on the external job posting unless there are physical onsite requirements of the position noted in the description.

What you'll be responsible for:

* 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.

What you'll need to have:

* A minimum of 5 years of experience in a financial institution (bank or credit union), with a strong background in back-office operations and hands-on exposure to loan and loan processing.

* At least 1 year of experience in a professional or corporate customer service environment, with a focus on delivering high-quality client support.

* Strong communication skills, with the ability to clearly articulate technical or support-related issues while maintaining a professional, customer-first approach.

* Proven problem-solving abilities, including analyzing complex issues, identifying root causes, and implementing effective solutions-often in time-sensitive situations.

* Ability to thrive in a fast-paced environment, effectively managing multiple priorities while maintaining a high level of accuracy and attention to detail.

* Self-motivated and dependable, with the ability to work both independently and collaboratively within a team-oriented environment.

* Flexibility to support business needs, including working evenings, weekends, and participating in an on-call rotation.

* Willingness to take part in a rotating on-call schedule (approximately one week every 3-4 months) to ensure continuous client support and service availability.

What would be nice for you to have:

* Experience with Jack Henry Silverlake Software.

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.

Why Jack Henry?

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…