Job: Technical Support Representative, Senior

Jobing Description

Applicant Tracking Software

Technical Support Representative, Senior

Job Code: 9365
Location : LENEXA, KS 66210 US
Travel Involved: 0-10%
Job Type: Full Time
Job Level: Senior
Education: Bachelors Degree or Equivalent
Category: Information Technology
Position Summary:

SUMMARY

Under general supervision, provides product support to customers via the telephone and/or internet. Using product knowledge, provides the highest level of service to resolve the customer\'s issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.

ESSENTIAL FUNCTIONS

* Provides level two and three troubleshooting. Accurately assesses the customer\'s product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user\'s 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 user\'s 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.
* Participates in training programs to continuously improve product knowledge and service skills.
* May assist in training new employees or serve as go-to person for team members.
* May manage hardware capacity and performance and assess hardware needs.

Requirements

MINIMUM QUALIFICATIONS

* Associate?s or Bachelor?s degree preferred.
* Available for 24X7 Support.
* Minimum of five years experience in a financial institution, technical support or related field; or
* An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

KNOWLEDGE AND SKILLS

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Ability to work individually and with a team in a fast-paced environment.

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Experience providing technical support for software applications.

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Excellent technical customer service troubleshooting, follow up and communication skills.

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Highly Motivated Self-starter and willingness to take on new challenges.

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Preference for candidates having at least 3 to 5 years of experience with AIX, Windows and SAN administration.

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Able to identify and resolve application and service issues.

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Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.

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Available for 24X7 Support.

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Experience with IBM Blade Center hardware and high-availability ASP environments.

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Advanced UNIX administrator skills within AIX and Linux.

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Microsoft Windows Server 2003 and 2008 experience.

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IBM PS700, JS23, 6C3 experience .

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Shell scripting and network communications.

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Microsoft SQL Server experience.

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Enterprise IBM DS SAN design and configuration.

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Tivoli and NIM configuration and operation.

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Install patches and upgrades to server hardware, firmware, and/or application software.

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Excellent verbal and written communication skills.

WORKING CONDITIONS

* Typical office setting with environmentally controlled conditions.
* Able to work holidays, weekends or extended hours as business needs dictate.
* May require occasional overnight or extended travel.
* May require the ability to work remotely.

COMPANY CONFORMANCE STATEMENT

In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:

* Complete quality work within deadlines.
* Interact professionally with other employees, customers and suppliers.
* Work effectively as a team contributor on all assignments.
* Communicate and coordinate work efforts with other employees, customers and suppliers.
* Perform other duties as assigned.
* Attend work regularly based on the assigned schedule.

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