Technical Support Supervisor: Banking Platforms
General information
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JobID
16399
Position Level
Supervisor
Team
Implementation & Support
Working Time
Full-Time
Position Type
Regular
Travel Requirements
10%
Workplace Type
Remote
Description & Requirements
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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.
The Technical Support Supervisor provides direct supervision to the daily operations of technical support personnel providing product support to customers via the telephone and/or internet. Using product knowledge, they ensure the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JH relationship.
This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Birmingham, AL; Charlotte, NC; Lenexa, KS; Springfield, MO; or Monett, MO.
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:
Provides feedback to manager regarding trends, issues, training needs, etc; facilitates majority of new technical support training and cross-training.
Assists in creating internal documentation in the form of training materials, reference guides, tip sheets, etc.
Works on special projects or research related to technical support as needed.
Conducts weekly staff meetings and oversees weekly staff agenda; approves all PTO requests and maintains team calendar.
Provides coaching and feedback to technical support personnel on a daily basis; conducts formal and informal reviews on an ongoing basis.
Creates customer communication for financial institutions.
May act as the second tier of response for escalated cases.
Accurately assesses the customer's product issue or problem. Asks the product user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.
May research customer problems/issues to increase personal knowledge and familiarity with the supported product. Provides the highest level of support possible. Keeps current on most recent changes and/or upgrades.
Identifies and resolves application and service issues and any other questions that may arise.
Provides programmers and team leaders with a precise understanding of user's issues when the problem needs to be escalated to a higher level. When 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.
Performs supervisory duties such as writing performance appraisals, mentoring and coaching employees, and serves as an escalation point for difficult issues, questions, etc.
May perform other job duties as assigned.
What you'll need to have:
Minimum of 6 years of experience in information technology.
Minimum of 3 years of experience in back-office banking operations or at a fintech company.
What would be nice for you to have:
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 application and service issues.
Able to provide outstanding customer service as set forth by corporate policies and standards.
Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines.
Able to serve as Subject Matter Expert (SME).
If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.
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 (https://careers.jackhenry.com/yourexperience#our-benefits-anchor) 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 (https://discover.jackhenry.com/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.
