Software Support Representative Loans

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17390

Team

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Travel Requirements

0%

Workplace Type

Hybrid

Preferred Location

Springfield, MO

Additional Locations

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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.

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's core systems and related add-on modules for both in-house and outsourced customers for a loan platform.

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.

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 4 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…