At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you. 

Provides direct supervision to the day/night operation of technical support employees. Ensures proper procedures are in place to support our clients, ensures proper shift coverage. Regular work hours will be Saturday – Wednesday 7:00 AM – 4:00 PM CT. Will manage employee and client escalations as required. Acts as escalation manager after hours as required/scheduled.    

What you'll be responsible for: 

• Ensures escalated product issues and problems are accurately assessed; assists personnel in working with various departments to coordinate efforts and provide triage support and resolution.
• Ensures customer feedback and new or recurring problems are conveyed to product development staff or vendor.
• Provides direct supervision in the research of customer or application problems/issues to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades for company products and services.
• Supervises the identification and resolution of complex 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 to perform their jobs. 
• Ensures performance is within established Service Level Standard (SLS) guidelines and adheres to corporate policies.
• Supervises daily activities of employees. Responsible for coaching and discipline of employees.
• Provides assistance to the Manager of the support team as required. 
• May perform other job duties as assigned. 

What you'll need to have: 

• Minimum of six years of experience in a technical support role. 
• Previous supervisory experience required. 
• Demonstrates excellent communication and customer interaction skills. 
• Strong organizational skills.

What would be nice for you to have: 

• Assists subordinates with difficult inquiries or problems. May perform duties of the actual job along with subordinates. Has problem-solving capabilities and a demonstrated advanced knowledge of field.
• 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 polices and standards.
• Able to successfully supervise a support function in the identification and resolution of product problems.

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 eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

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. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility 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.  

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