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Technical Support Representative III : Complementary Solutions

General information

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JobID

16325

Position Level

Individual Contributor

Team

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Travel Requirements

10%

Workplace Type

Hybrid

Preferred Location

Allen, TX

Additional Locations

Allen, TX, Birmingham, AL, Cedar Falls, IA, Charlotte, NC, Lenexa, KS, Monett, MO, Springfield, MO

Description & Requirements

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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.

Jack Henry’s 4|sight - Check Imaging Solutions team has an opening for a Technical Support Representative III. If you have a strong proof of deposit background, back-office operations, or technology background in a Financial Institution, this position may be a great match for you! This position is a phone support role where you will be supporting banks or item processing centers using the 4|sight Image Solution to capture confidential checking information, Print Statements, key, and balance work.

The 4|sight Technical Services Team consists of Technical Support Engineers, Technical Support Representatives, and 2 Supervisors that handle all escalated support cases. This environment is a Tier III support role troubleshooting Windows OS (SQL, Windows Server, Windows 7 and higher).

Jack Henry provides a strong opportunity for career progression not only within 4|sight - Check Imaging Solutions but across the organization with the following examples as areas you can progress to : Technical Support Engineer, Senior Technical Support Engineer, Manager, or Supervisor.

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; Monett, MO; Birmingham, AL; Charlotte, NC; or Cedar Falls, IA.

The salary range for this position is $48,350 - $60,000 and will be determined based on location and experience level.

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 high-level 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 additional job duties as assigned.

What you’ll need to have :

Must have a minimum of 4 years’ experience of technical support within an engineering or application support environment.

Experience with SQL.

Must be able to work Monday through Friday, 8 : 00amCST – 5 : 00pmCST. The timeframe is based on a traditional 8-hour workday with a 1-hour lunch but the starting and ending times may vary due to customer support needs and applicant availability.

Must be able to work an on-call shift that is every 10 – 12 weeks from 5 : 00pm – 8 : 00am CT for 1 entire week.

What would be nice for you to have :

Bachelor’s degree.

Experience with Microsoft operating system.

Experience in providing direct support to external customers over phone and email.

Experience with networking principles.

Basic experience of Banking Operations, item processing, branch capture, banking experience in item process.

Experience with design patterns and / or solid principles.

Experience with multitenancy software platforms.

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 Commitment

Ask 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 Opportunity

At 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.

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