Remote After-Hours Technical Support Manager

Jack Henry & Associates, Inc.; Allen (TX); Remoto; USD 110.000 - 125.000; Tempo integral

Benefícios oferecidos por esta vaga

Comprehensive benefits

Remote position

Resumo da vaga

Jack Henry & Associates, Inc. is seeking a senior Technical Support Manager to lead complex product support for customers, ensuring high-level service and strengthening customer relationships.

This after-hours, Monday-Friday role requires guiding a team through escalated issues and coordinating across departments. Responsibilities include developing procedures, training, and maintaining SOPs; monitoring SLAs and audits; and driving continuous improvement in product support while delivering

Qualificações

• Minimum of 7 years of experience in technical support.
• Previous leadership experience required.
• Must be able to work an afternoon to evening shift.

Responsabilidades

• Takes escalated calls from customers that have needs beyond what department resources can provide. Works with personnel from various departments to coordinate efforts and provide resolution to customer or procedural issues. Accurately assesses the customer's product issue or problem.
• Conveys customer feedback to product development staff; reports new or recurring problems to design departments.
• Manages the research of customer problems/issues to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades for company products and services.
• Manages the identification and resolution of application and service issues and any other questions that may arise.
• Develops procedures for finding and resolving problems with products and services. Delegates to appropriate technical or service personnel for follow-up.
• Ensures representatives are properly trained when existing products are upgraded or new products are released.
• Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies.
• May maintain a current operational guide to satisfy audit requirements; ensures all technical support personnel are trained and familiar with the Standard Operating Procedures (SOPs) and any updates or changes.
• Performs employee evaluations periodically; gives employee feedback and coaching to develop and improve performance.
• May perform other job duties as assigned.

Conhecimentos

Leadership

Technical support

Customer service

Escalation handling

Formação

Bachelor's degree

Descrição da vaga

Jack Henry & Associates, Inc. is seeking a senior Technical Support Manager to lead complex product support for customers, ensuring high-level service and strengthening customer relationships.

This after-hours, Monday-Friday role requires guiding a team through escalated issues and coordinating across departments. Responsibilities include developing procedures, training, and maintaining SOPs; monitoring SLAs and audits; and driving continuous improvement in product support while delivering