Remote After-Hours Technical Support Manager

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

Job summary

Jack Henry & Associates, Inc. is seeking a Senior Manager to lead our technical support team delivering complex product support to customers, ensuring the highest level of service and strengthening customer relationships.

This remote, after-hours position requires living within roughly 70 miles of our Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Louisville, KY; Monett, MO; Overland Park, KS; Springfield, MO locations.

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 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 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 SOPs and updates.
• Performs employee evaluations periodically; gives employee feedback and coaching to develop and improve performance.
• May perform other job duties as assigned.

Skills

Leadership

Escalation management

Customer service

Education

Bachelor's degree

Job description

Jack Henry & Associates, Inc. is seeking a Senior Manager to lead our technical support team delivering complex product support to customers, ensuring the highest level of service and strengthening customer relationships.

This remote, after-hours position requires living within roughly 70 miles of our Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Louisville, KY; Monett, MO; Overland Park, KS; Springfield, MO locations.