Technical Support Representative - Tier 2

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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 - Tier 2 at Jack Henry is responsible for providing advanced technical assistance to clients and internal stakeholders. This role entails troubleshooting complex issues, ensuring efficient resolution of inquiries, and maintaining high levels of customer satisfaction. Representing the company’s commitment to excellence, the Tier 2 representative acts as a liaison between customers and various technical departments, ensuring that issues are resolved timely and effectively.

Job Responsibilities

• Provide Tier 2 technical support for complex hardware and software issues.
• Analyze and troubleshoot customer problems via phone, email, or remote access.
• Escalate unresolved issues to appropriate engineering or development teams.
• Document troubleshooting steps and solutions in the service management system.
• Facilitate training and provide support documentation to Tier 1 representatives.
• Monitor ticket status and follow-up to ensure customer satisfaction.
• Participate in on-call rotation and assist with after-hours support as needed.
• Provide feedback for process improvements and identify areas for efficiency gains.

Qualifications

• Associate's or bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 2-3 years of experience in technical support or customer service roles.
• Proficiency in troubleshooting hardware and software issues, including operating systems.
• Strong understanding of network protocols and configurations.
• Excellent verbal and written communication skills.
• Experience with ticketing systems and customer relationship management software.
• Ability to work collaboratively in a team-oriented environment.

Technologies & Tools

The Technical Support Representative - Tier 2 will utilize various technologies and tools including but not limited to: Remote Desktop Applications, Ticketing Systems like ServiceNow or Zendesk, along with diagnostic tools for networking, operating systems, and applications. Familiarity with common IT infrastructure and cloud services enhances the support provided to clients.

Ideal Candidates

Ideal candidates for the Technical Support Representative - Tier 2 role exhibit strong analytical and problem-solving skills, with an ability to think critically under pressure. They possess a customer-centric approach, demonstrating empathy while guiding clients through complex issues. Successful candidates will be proactive communicators, displaying both teamwork and independent initiative, with a passion for technology and continuous learning to keep pace with industry advancements.