Software Support Representative (CD/IRA, CIF, Misc)

General informationPress space or enter keys to toggle section visibility JobID17068Position LevelIndividual ContributorTeamImplementation & SupportWorking TimeFull-TimePosition TypeRegularWorkplace TypeHybridPreferred LocationMonett, MOAdditional LocationsSpringfield, MODescription & RequirementsPress space or enter keys to toggle section visibility 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. 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: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. This position will work 9:00 am to 6:00 pm Central. There will also be an on-call rotation.What would be nice for you to have: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 SilverLake or CIF 20/20.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 associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.Culture of CommitmentAsk our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.Equal Employment OpportunityAt Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.Requests for full corporate job descriptions may be requested through the interview process at any time. #INDNonTech