Technical Support Representative at Lenexa

Job Description

Job Description

SUMMARY

Technical Support Representative, under moderate supervision, provides product, project and operational support to both internal EASE organizations and credit union clients. Using product knowledge, provide the highest level of service to resolve the customers issues and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.

ESSENTIAL FUNCTIONS

• Provides level one troubleshooting. Accurately assesses the customers product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the users 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 users 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.
• Provide after hour, weekend and holiday support on a routing bases
• Participates as an technical resource to EASE conversion and migration project teams
• Strong documentation skills: Procedures, project management reports
• Excellent communication and interpersonal relationship skills

MINIMUM QUALIFICATIONS

• Knowledge of Symitars Episys system and applications preferred
• Unix or Linuxknowledge, Windowsknowledge, Technical Support, Call Center, troubleshooting skillspreferred
• Strong TCP, FTP, S/FTP knowledge
• Software and Management Associates (SMA) OpCon, MoveIT or equivalent FTP file transmission products
• Minimum of eighteen months of experience in a financial institution, technical support or related field.
• Project management experience and ability to demonstrate applied project management methodologies.
• Demonstrate excellent communication and interpersonal relationship skills.

KNOWLEDGE AND SKILLS

• Developing professional expertise. Works on non-complex to moderately complex projects. Exercises judgment within defined procedures and practices.
• General knowledge of the financial industry, as it relates to banks and credit unions.
• General knowledge of specific product(s) supported and basic knowledge of other core and complimentary products.
• 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 it relates to corporate policies and standards.
• Demonstrates strong communication and customer interaction skills.

Equal Employment Opportunity

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

EOE-M/F/V/D

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Job Requirements

Country: USA, State: Kansas, City: Lenexa, Company: Jack Henry & Associates.