Job type full-time
Full job description
The digital team is committed to creativity, thoughtfulness, culture, and openness—the perfect place to make phenomenal products that have a big impactOur work environment echoes a modern tech startup, but we have the security and benefits of a large, publicly traded companyWith this customer facing role, you’ll have the opportunity to work with many cross-functional teams which provides the ability to learn about every aspect of our business.
As a technical customer support manager on the internet solutions team at jack henry & associates, you will be responsible for the day-to-day care and nurturing of customer relationships post implementationYou are their voice to internal teams and act as an advocate and an extension of their teamYour goal should be to work to provide clarity in any customer and employee engagement.
You are the primary and initial contact for all support escalations to ensure a swift and appropriate resolution while providing a level of coaching, so our team members learn how to better handle future scenarios to avoid escalation if possibleYou will work to mobilize resources internally to plan for upcoming team priorities and hiring while sustaining a high level of customer satisfaction and loyalty.
You will be a team player performing actual technical support duties when needed and will oversee a team of ~10 technical support representatives.
Travel of up to 5% may be required for company meetings and professional development.
This position can be based out of any jack henry office location or remote within the us.
Minimum 7 years of onsite/phone customer support or technical customer support experience within banking or mobile/digital environments.
Minimum 1 year of prior leadership or team lead experience required.
Minimum of 2 years of experience working cases and utilizing the jsource case management tool.
Must be able to travel up to 5%.
Experience in providing software technical support.
Experience handling both internal and external customer escalations.
Provides feedback to manager regarding trends, issues, training needs, etc.; facilitates most of the new technical support training and cross-training.
Assists in creating internal documentation in the form of training materials, reference guides, best practices, etc.
Works on special projects or research as related to technical support as needed.
Conducts regular staff meetings and oversees meeting agenda; reviews and approves all pto requests and maintains the proper coverage across the team.
Performs managerial duties such as writing performance appraisals, mentoring, and coaching employees, and serves as an escalation point for difficult issues, questions, etc.
Provides coaching and feedback to technical support personnel daily; conducts formal and informal reviews on an ongoing basis.
Will assist in the creation of outgoing communication and provide thoughtful operational team feedback for how we communicate to our internal and external customers.
Works alongside all other cross functional teams (product, design, engineering) to ensure all team members are fostering two-way positive, empathetic and supportive working relationships.
May assist with rollout planning and training to both our team members as well as our customers.
Be a learnerBuilding and maintaining your knowledge around our products, services, and integration layers.
Keeps current on upcoming and most recent enhancements and feature releases.
Identifies and helps work to resolve application and service issues and any other questions that may arise; participate in the incident management process relaying pertinent information and help track/organize incoming cases with support team.
Provides programmers and team leaders with a precise understanding of user`s issues when the problem needs to be escalated to a higher levelWhen necessary, provides internal contacts with customer issue documentation.
Oversees monitoring of the call tracking system for application calls and the return of calls in a timely manner in accordance with service level standard (sls) guidelines.
Ensures resolution of customer product issues or problems by establishing and managing solution systems that provide answers to common questions and problems.
Takes escalated calls from customers that have needs beyond what department resources can provideWorks with personnel from various departments to coordinate efforts and provide resolution to customer or procedural issuesAccurately 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 possibleKeeps 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 servicesDelegates 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.
Equal employment opportunity
At jack henry, we know we are better togetherWe value, respect, and protect the uniqueness each of us bringsInnovation flourishes by including all voices and makes our business—and our society—strongerJack 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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.