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Salesforce Support Specialist II

Jack Henry & Associates • United States, United States • 2h ago

General information

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JobID

17177

Position Level

Individual Contributor

Team

Information Technology

Working Time

Full-Time

Position Type

Regular

Travel Requirements

10%

Workplace Type

Remote

Description & Requirements

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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.

This role provides technical support to clients, associates and team members across multiple channels. Uses in-depth knowledge of systems to configure, drive and resolve technical issues, answer questions, and provide training to end users. This role is approximately 50% technical resolution and 50% customer support. The successful candidate will be the resource for internal and external Jack Henry customers for the Clients Portal, Vendor Portal, JH Community Hub, Salesforce and jSource.

This position is fully remote. The working hours for this position are 10am - 7pm CT, inclusive of lunch and breaks. This position has recurring check-ins and team meetings. The selected candidate must be able to work extended hours as business needs dictate, be willing to support system deployments and maintenance on weeknights occasionally, be able to lead/support remediation efforts during system outages as needed and take ownership of communication and procedures. Occasional overnight travel is required.

What you'll be responsible for:

Monitoring incoming cases and emails and resolving in accordance with Service Level Standards (SLS).

Using available support tools to assist the customer and/or recreate the issue.

Resolving issues with Salesforce and answering questions.

Educating end users by providing demos, walkthroughs, and written instructions.

Acting as a subject matter expert for Salesforce and related processes, including data entry, data flows, automated processes, and business processes.

Keeping customer data in Salesforce and jSource up to date.

Configuring custom objects, triggers, and workflows to resolve issues.

Provisioning and maintaining users for all associated apps and communities.

Using KCS principals to create and maintain knowledge articles for use by customers and associates.

Participating in training programs to continuously improve product knowledge and service skills.

Resolves moderately complex issues with Salesforce and answering questions.

May perform other job duties as assigned.

What you'll need to have:

Basic Salesforce training required.

Minimum of 18 months of experience in related field.

What would be nice for you to have:

Bachelor's degree.

Relevant platform certification(s).

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 posting, 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 outstandingbenefit programs (https://jackhenry.avature.net/careers/LifeAtJH) to ensure the physical, mental & financial wellbeing 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 ourCorporate Responsibility (https://www.jackhenry.com/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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job description may be requested through the interview process at any time.

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