Jack Henry & Associates
October 2014 — Present
• Provides remote and on-site software installation services; ensures software applications are installed and fully functional.
• Consults with customers to define parameters, processes, and best practices within the software application.
• Trains the customer on use and feature functionality of the application.
• Serves as an escalation point for the product team. Manages the research and resolution of customer issues, questions, and concerns.
• Designs and delivers software and service training. Creates and customizes training materials and procedures for each RemitPlus product. Makes changes to training materials based on customer feedback and needs assessment.
• Acts as a SharePoint Administrator for the department sites, updates the sites as necessary.
• Coordinates with other product teams to determine best practices and policies/procedures between teams.
• Edits and updates product materials and documentation for sales, customers, and internal teams.
• Provides customer service and support for all product related questions and issues.