Full Job Description
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 t he 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.
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.
