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job posted on: 11/5/2009
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SUMMARY
Under general supervision, provides product support to customers via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.
ESSENTIAL FUNCTIONS
- 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.
MINIMUM QUALIFICATIONS
- High school diploma or equivalent required. Associate's or Bachelor's degree preferred.
- Banking/Electronic Payments experience is preferred
- Minimum of five years experience in a financial institution, technical support or related field; or
- An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
KNOWLEDGE AND SKILLS
- 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.
- 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.
WORKING CONDITIONS
- Typical office setting with environmentally controlled conditions.
- Able to work holidays, weekends or extended hours as business needs dictate.
- May require occasional overnight or extended travel.
- May require the ability to work remotely.
COMPANY CONFORMANCE STATEMENT
In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:
- Complete quality work within deadlines.
- Interact professionally with other employees, customers and suppliers.
- Work effectively as a team contributor on all assignments.
- Communicate and coordinate work efforts with other employees, customers and suppliers.
- Perform other duties as assigned.
- Attend work regularly based on the assigned schedule.
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