Technical Support Representative III (jhaKnow and Cognos)

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Job Overview

The Technical Support Representative III (jhaKnow and Cognos) at Jack Henry plays a pivotal role in providing advanced technical support to customers utilizing jhaKnow and Cognos platforms. This position involves troubleshooting complex issues, guiding users through system functionalities, and ensuring that clients receive optimal performance from the software. The representative will also collaborate with internal teams to enhance service delivery and participate in the onboarding of new clients to ensure a smooth transition and understanding of the products.

Job Responsibilities

• Provide high-level technical support for jhaKnow and Cognos applications to clients and internal teams.
• Diagnose and resolve complex technical issues effectively, ensuring minimal disruption to the customer's operations.
• Documentation of problem resolution steps and user interactions within the ticketing system.
• Conduct training sessions and demonstrations for clients to enhance their understanding of the software.
• Collaborate with product management and development teams to address systemic issues and improve software features.
• Monitor and analyze user feedback to identify potential areas for product improvement.
• Maintain up-to-date knowledge of industry advancements and software updates relevant to jhaKnow and Cognos.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or a related role, specifically with jhaKnow and Cognos.
• Strong understanding of database management, SQL, and data reporting tools.
• Excellent problem-solving skills with the ability to tackle complex technical issues swiftly.
• Outstanding verbal and written communication skills to effectively interact with clients.
• Experience in developing user documentation and training materials.
• Proficiency in ticketing systems and remote support tools.

Technologies & Tools

The Technical Support Representative III will utilize a variety of technologies and tools within their role. These include jhaKnow and Cognos software for data reporting and analysis, SQL for database queries, remote support applications for troubleshooting, and customer relationship management (CRM) systems to track interactions and support tickets. Familiarity with ticketing systems and project management software will also be essential for maintaining efficient workflows.

Ideal Candidates

Ideal candidates for this position will possess a strong customer-focused approach and a proactive attitude towards problem-solving. They should exhibit excellent communication skills, with the ability to convey technical information in a clear and concise manner. Successful representatives will have a collaborative mindset, enabling them to work effectively with both clients and internal teams. A passion for technology and a commitment to continuous learning will also greatly benefit those who aspire to thrive in this role at Jack Henry.