Remote After-Hours Technical Support Manager

Jack Henry & Associates, Inc.; Cedar Falls (IA); Remoto; USD 110.000 - 125.000; Tempo integral

Resumo da vaga

Jack Henry & Associates, Inc. is seeking a Senior Technical Support Manager to oversee after-hours support, coordinating complex product issues and maintaining service quality.

The role is remote, within a 70-mile radius of our offices, including Cedar Falls, IA, and requires leadership experience and a strong support background. The position offers an afternoon-to-evening schedule, competitive salary, and opportunities to influence customer success while collaborating across departments to

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 with needs beyond department resources.
• Conveys customer feedback to product development staff and reports issues to design departments.
• Manages research of customer problems to provide high-level support and stays current on product changes.
• Manages the identification and resolution of application and service issues and any arising questions.
• Develops procedures to find and resolve product problems and delegates follow-up.
• Ensures staff are properly trained when products are upgraded or released.
• Monitors performance of the technical support group against SLA guidelines and policies.
• Maintains an operational guide to satisfy audit requirements and ensures SOPs are up to date.
• Performs employee evaluations and provides coaching to improve performance.
• May perform other job duties as assigned.

Conhecimentos

Leadership experience

Shift flexibility

Technical support

Formação

Bachelor's degree (nice to have)

Ferramentas

SOPs

Descrição da vaga

Jack Henry & Associates, Inc. is seeking a Senior Technical Support Manager to oversee after-hours support, coordinating complex product issues and maintaining service quality.

The role is remote, within a 70-mile radius of our offices, including Cedar Falls, IA, and requires leadership experience and a strong support background. The position offers an afternoon-to-evening schedule, competitive salary, and opportunities to influence customer success while collaborating across departments to