Technical Support Representative: Digital Banking

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Written by AI from the job title and company, not by Jack Henry, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Representative: Digital Banking at Jack Henry serves as a critical point of contact for our clients, providing comprehensive support and troubleshooting for digital banking platforms and services. This role is responsible for resolving technical issues, guiding clients through product functionalities, and ensuring a seamless operational experience. In addition, the representative will document customer interactions, collaborate with other teams to address complex problems, and contribute to the continuous improvement of our digital banking solutions.

Job Responsibilities

• Respond to customer inquiries regarding digital banking services and resolve technical issues effectively.
• Provide step-by-step support via phone, email, or chat, facilitating a positive customer experience.
• Document and track customer interactions and technical issues in the CRM system for future reference and analysis.
• Collaborate with engineering and product teams to escalate recurring problems and contribute to product enhancements.
• Conduct training sessions for clients to improve their understanding and utilization of our digital banking platforms.
• Stay updated on product releases, enhancements, and industry trends to better support customers.

Qualifications

• Associate's degree in a related field; Bachelor's degree preferred.
• Minimum of 1-2 years of experience in technical support or a customer service role, preferably within the financial services sector.
• Strong knowledge of digital banking products and services, as well as basic troubleshooting techniques.
• Excellent verbal and written communication skills, with a demonstrated ability to convey technical information to non-technical users.
• Proficiency in using CRM software and basic network administration troubleshooting.
• Ability to work independently in a fast-paced environment while managing multiple priorities.

Technologies & Tools

The Technical Support Representative will utilize various technologies and tools to perform their duties, including customer relationship management (CRM) software, ticketing systems, remote support tools, and communication platforms. Familiarity with digital banking systems and applications, as well as general office productivity software (e.g., Microsoft Office), is essential for successful performance in this role.

Ideal Candidates

Ideal candidates for the Technical Support Representative: Digital Banking position possess a customer-oriented mindset, demonstrating patience and empathy when assisting clients. They are proactive problem solvers, capable of thinking critically and adapting to new challenges swiftly. Excellent communication skills and the ability to work collaboratively with both clients and internal teams are essential traits. Furthermore, a genuine interest in financial technology and an eagerness to learn will enable these individuals to thrive in the dynamic environment at Jack Henry.