Remote After-Hours Technical Support Manager

Jack Henry; Cedar Falls (IA); Remote; USD 110,000 - 125,000; Full time

Job summary

Jack Henry is seeking an experienced leader to manage the technical support team delivering complex product support to customers. The role handles escalations, coordinates with cross-functional teams, and maintains high service levels while strengthening customer relationships.

This is an after-hours afternoon-to-evening shift, Monday-Friday, with remote work within roughly 70 miles of our office network. Candidates should have at least seven years in technical support and proven leadership.

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 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 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 Service Level Standard guidelines and adheres to SOPs and updates.

Skills

Technical leadership

Customer service management

Escalation handling

Education

Bachelor's degree

Job description

Jack Henry is seeking an experienced leader to manage the technical support team delivering complex product support to customers. The role handles escalations, coordinates with cross-functional teams, and maintains high service levels while strengthening customer relationships.

This is an after-hours afternoon-to-evening shift, Monday-Friday, with remote work within roughly 70 miles of our office network. Candidates should have at least seven years in technical support and proven leadership.