Remote After-Hours Technical Support Manager

Jack Henry & Associates, Inc.; Birmingham (AL); Remote; USD 110,000 - 125,000; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a seasoned leader to manage our technical support team providing complex product support to customers.

This role focuses on resolving issues beyond standard procedures, ensuring the highest level of service and strengthening customer relationships. This is an after-hours, Monday–Friday role with remote work from within approximately a 70-mile radius of our Birmingham, AL area.

Qualifications

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

Responsibilities

• Takes escalated calls and coordinates with multiple departments to resolve issues.
• Communicates customer feedback to product development and reports recurring problems.
• Researches customer problems to provide high-level support and stays current on product changes.
• Identifies and resolves application and service issues and answers questions.
• Develops procedures for diagnosing and resolving problems and delegates follow-up.
• Ensures staff are trained when products are upgraded or released.
• Monitors performance against Service Level Standards and corporate policies.
• Maintains operational guides and SOPs; communicates updates to the team.
• Conducts employee evaluations and coaching; performs other duties as assigned.

Skills

Leadership

Customer service

Communication

Problem solving

Coordinating teams

Audit awareness

Education

7+ years in technical support

Bachelor's degree

Job description

Jack Henry & Associates, Inc. is seeking a seasoned leader to manage our technical support team providing complex product support to customers.

This role focuses on resolving issues beyond standard procedures, ensuring the highest level of service and strengthening customer relationships. This is an after-hours, Monday–Friday role with remote work from within approximately a 70-mile radius of our Birmingham, AL area.