Jack Henry and Associates Technical Application Support Representative in Hoover, Alabama

Job Description

Jack Henry & Associates is seeking the motivated, the driven, and the passionate to join our Bayside – Lending Solutions team of Technical Support Representatives for the ProfitStars brand. This position will be filled out of downtown Birmingham, AL and you may have travel of up to 5% to attend company meetings and or professional development conference.This team of Technical Support Representatives support our Commercial Lending Management System (formerly Cadence product) that accommodates the entire lending spectrum while striving to automate the entire lending process. The product is a configurable tool kit that allows clients to customize to their individual needs. In this role the team will be providing remote support for Clients using the Commercial Lending Management System.

The Technical Support Representative will interact with Customers to provide and process information in response to inquiries, software defects, and training requests. You will gather customer data and determine the issue by evaluating, and analyzing the symptoms while accurately processing and recording the details into the case management system. In addition, you will research information using their own knowledge base, testing, and working with others on the team. They are responsible for following Jack Henry standards and meeting company service level agreement times.As a Jack Henry associate you are more than just an employee, you are a valued member of the organization that is dependent on you and your success! Jack Henry stresses a company culture that encourages you to think outside the box and to grow in your professional career. As a Jack Henry employee you will enjoy a casual and relaxed work environment, a terrific benefit package, and a generous PTO plan that allows you to maintain a work life balance.


  • Must have a minimum of 2 years experience providing technical software application troubleshooting support.

  • Must have querying experience with Microsoft SQL Databases.


  • Associate’s or Bachelor’s degree

  • Commercial Lending Experience

  • ABL and/or Factoring Experience

  • CADENCE Software Experience


  • Provides level one and two troubleshooting. Accurately assesses the customer's product issue or 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.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.