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.
Our TS-CX Technology Operations Group is excited to announce an excellent opportunity for a Supervisor to join our team. This team plays a crucial role in supporting both our internal and external system users by resolving customer portal and CRM-related support cases. As a Supervisor, you will oversee the daily operations of a diverse and experienced remote team consisting of Level II and Level III support representatives. Your responsibilities will include supervising staff, delivering exceptional customer service, supporting business system changes, and leading improvement projects.
To excel in this role, you must be an effective leader with excellent communication and organizational skills, and a commitment to continuous improvement. Our team is on the brink of some exciting changes, including a migration to a Salesforce-based external portal and CRM in the coming years. While Salesforce experience is not required, your ability to adapt and lead through this transition will be key.
If you are seeking a technical customer service management position where you can be an integral part of transformative change, this role could be perfect for you. This position can be worked remotely within a three-hour drive of one of our hub locations: Southwest MO (Springfield/Monett, MO) or Allen/Dallas-Ft. Worth, TX
What you'll be responsible for:
Supervising and Leading the Team: Oversee a team of technical customer support specialists, conduct team and individual meetings, provide performance feedback, and keep the department updated. Ensure a positive and productive work environment.Guidance and Mentorship: Provide guidance, mentorship, and delegate responsibilities to direct reports, fostering their professional growth and development. This includes conducting performance reviews and identifying training needs and professional development opportunities.Case Monitoring and Resolution: Oversee the monitoring of incoming cases, chat messages, and team emails to ensure timely responses and resolutions in accordance with service level policies and standards.Customer Satisfaction: Ensure high levels of customer satisfaction by monitoring support processes and responding to feedback.Escalation Management: Resolve escalated customer issues promptly and drive the resolution of complex or aging cases as needed.Technical Issue Resolution: Collaborate with Level III team members to resolve technical issues and configuration changes (bugs, scripts, code changes). Assist with troubleshooting and identifying root causes as needed.Cross-Functional Collaboration: Build alliances with various internal teams to enhance support processes.Technical Communication: Draft and deliver communications regarding technical issues as needed.System Maintenance Support: Support and align activities related to system maintenance, including validation and testing.Process Improvement: Analyze existing processes to identify areas for improvement and implement efficient support procedures and best practices.Compliance and Review: Regularly review systems to ensure compliance and develop efficient support procedures and best practices.Leadership Communication: Provide regular updates to leadership on caseloads, projects, and trends. Complete weekly leadership reports to deliver timely, accurate, and actionable business information.Knowledge Base Documentation: Support the creation of solution documentation for the company knowledge base.PTO Management: Approve PTO requests and maintain the team calendar.Additional Duties: Perform other duties as assigned.
What you'll need to have:
Technical Support Experience: At least 2 years of experience in internal and external technical customer support.Leadership Experience: A minimum of 4 years in a supervisory or project management role.Sound Judgment: Demonstrated ability to exercise sound judgment when working with individuals, technical teams, and customer groups.Communication Skills: Excellent written and verbal communication skills, with the ability to tailor messages to different audiences.Learning Aptitude: Proven ability to quickly learn new systems, tools, standards, and processes, including technical terminology.Self-Motivation and Initiative: Strong self-leadership skills, with the ability to take initiative and assume ownership of tasks with minimal supervision.Problem-Solving Skills: Demonstrated ability to define processes or problems in logical steps and effectively solve them.Excel Proficiency: Proficient in using Excel to create spreadsheets for reports and special projects.Calendar Management: Competent in managing calendars using MS Outlook or other email applications.
What would be nice for you to have:
Educational Background: Associate or bachelor’s degree.System Experience: Proficiency as a user or administrator in one or more of the following systems: SharePoint, Salesforce, ServiceNow, Oracle PeopleSoft, or other CRM systems.Documentation Skills: Experience in documenting instructions, solutions, or processes, particularly with Knowledge-Centered Service (KCS) methodologies.DevOps Familiarity: Understanding of DevOps practices, including SDLC, Agile, SAFe, ITIL, and ITSM.Industry Knowledge: General knowledge of the financial services industry.
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 positing, 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.