Remote After-Hours Technical Support Manager

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

Benefits offered by this job

Remote work

Evening shift

Job summary

Jack Henry & Associates, Inc. is seeking an experienced leader to manage a technical support team handling complex customer issues. This remote role requires guiding cross-functional teams to resolve problems and maintain high service levels.

The ideal candidate has 7+ years in technical support with proven leadership and can work an afternoon to evening shift. This position may require onsite onboarding or interviews as needed.

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.
• Coordinates with personnel from various departments to 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 to provide the highest level of support.
• Keeps current on changes and upgrades for company products and services.
• Manages identification and resolution of application and service issues.
• Develops procedures for finding and resolving problems with products and services.

Skills

Leadership experience

Technical support

Afternoon-evening shift flexibility

Education

Bachelor's degree

Job description

Jack Henry & Associates, Inc. is seeking an experienced leader to manage a technical support team handling complex customer issues. This remote role requires guiding cross-functional teams to resolve problems and maintain high service levels.

The ideal candidate has 7+ years in technical support with proven leadership and can work an afternoon to evening shift. This position may require onsite onboarding or interviews as needed.