Senior Credit Union Solutions Support Specialist

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

Are you a natural problem solver with a passion for customer satisfaction? Join our dynamic team as an Application Support Analyst and be the face of our company's commitment to exceptional service! Symitar Credit Union Solutions is looking for a customer focused, organized, detail oriented, highly motivated individual to join our Symitar Operations Support team. You would be in a fast-paced environment with an experienced group of individuals that assist financial institutions with resolving their technical and procedural issues, while building the relationship between Jack Henry and our customers.

This role can be worked remotely from anywhere within the US.

What you'll be responsible for:

• Proactively identify customer issues and actively participate in the problem/resolution process.
• Supporting Symitar software and providing guidance by answering questions on function, features and usage of software products
• Excellent case documentation.
• Accurately assessing the customer's product issue or problem to fully comprehend the need, product issue, and best avenue for resolving the problem.
• Researching 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.
• Providing appropriate personnel, a precise understanding of user's issues when the problem needs to be escalated to a higher level.
• Monitoring 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.
• Aiding with training (trend reporting, internal documentation, cross training, etc.), staff meetings and periodic written documentation for customers.
• Working on special projects or research, as needed.
• Performing other job duties as assigned.

What you'll need to have:

• 6 years of experience in a financial institution or technical support role.
• Experience in customer service.
• Ability to work 8:00am -5:00pm PST and an on-call after hours rotation schedule.

What would be nice for you to have:

• Experience with the Symitar software.
• Familiarity with a case tracking system (Microsoft CRM, Salesforce.com, JIRA, Remedy, etc.)
• Excellent knowledge of the financial industry as it relates to banks and credit unions.

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 positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

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. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility 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.