After-Hours Technical Support Manager

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you. Manages the activities of technical support personnel providing complex product support to customers. Addresses issues where standard procedures have failed to isolate or fix problems. Ensures the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship. This will be an after-hours position working an afternoon to evening shift, Monday-Friday. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Birmingham; AL; Cedar Falls, IA; Charlotte, NC; Louisville, KY; Monett, MO; Overland Park, KS; or Springfield, MO. The salary range for this position is $110,000- $125,000 and will be determined based on location and experience level. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. What you'll be responsible for: 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 Service Level Standard (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 the Standard Operating Procedures (SOPs) and any updates or changes. Performs employee evaluations periodically; gives employee feedback and coaching to develop and improve performance. May perform other job duties as assigned. What you'll need to have: Minimum of 7 years of experience in technical support. Previous leadership experience required. Must be able to work an afternoon to evening shift. 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 product(s) supported and excellent knowledge of other core and complimentary products. Able to identify and resolve complex application and service issues. Able to provide outstanding customer service as set forth by corporate policies and standards. Able to successfully manage a support function in the identification and resolution of product problems and issues while ensuring the highest level of customer service. Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines. Strong organizational skills. Why Jack Henry? At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. We're also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders. Culture of Commitment Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It's this shared commitment that drives our success. We're proud to foster an environment where inclusion, sustainability, and community impact are more than values, they're how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders. Equal Employment Opportunity At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law. No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations. Requests for full corporate job descriptions may be requested through the interview process at any time. #J-18808-Ljbffr Jack Henry & Associates