After-Hours Technical Support Manager

In this after-hours remote role, you will lead a technical support team focused on complex product issues. You will coordinate escalations, drive resolution to restore customer service, and help strengthen the customer relationship with Jack Henry & Associates.

Key Responsibilities

• Handle escalated customer calls when needs exceed available departmental resources, assess product issues accurately, and coordinate with personnel across departments to resolve customer and procedural concerns.
• Relay customer feedback to product development teams and report new or recurring problems to design departments.
• Oversee research into customer problems to support the highest possible level of service, staying current on recent product changes and upgrades.
• Manage the identification and resolution of application and service issues and respond to related customer questions.
• Develop procedures to find and resolve product and service problems, delegating follow-up to appropriate technical or service personnel.
• Ensure technical support representatives receive proper training when products are upgraded or new products are released.
• Maintain the technical support group’s performance within established Service Level Standard (SLS) guidelines and in alignment with corporate policies.
• May maintain a current operational guide for audit needs, ensuring technical support personnel are trained and familiar with Standard Operating Procedures (SOPs) and updates.
• Conduct employee evaluations periodically and provide feedback and coaching to support performance improvement.
• Perform other duties as assigned.

Requirements

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

After-Hours Position Details

• After-hours schedule: Monday-Friday, working an afternoon to evening shift.
• Remote position with eligibility to work from a residence within approximately a 70-mile radius of the company’s office locations in Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Louisville, KY; Monett, MO; Overland Park, KS; or Springfield, MO.

Compensation and Interview/Onboarding

The salary range for this position is $110,000 to $125,000 per year, determined based on location and experience level.

All positions, regardless of location, may require an onsite interview or in-person onboarding to verify identity.

What Would Be Nice for You to Have

• Bachelor’s degree.
• High-level knowledge of the financial industry as it relates to banks and credit unions.
• High-level knowledge of the product(s) supported, plus strong knowledge of other core and complementary products.
• Ability to identify and resolve complex application and service issues.
• Ability to provide outstanding customer service in accordance with corporate policies and standards.
• Ability to manage a support function for identifying and resolving product problems and issues while ensuring high-level customer service.
• Excellent communication and customer interaction skills aligned with SLS policies and guidelines.
• Strong organizational skills.