The Product Support Manager manages the activities of employees providing over-the-phone and online product support to customers. They will relay product knowledge to Product Support Reps to successfully and accurately resolve customers' technical issues or create cases assigning the case/issue to the appropriate department that will restore the customer to a fully functional status while using customer interaction to strengthen customer relationships.
This leader will also be involved in the direct coaching and development of a direct staff of supervisors and agents. Conducting one on one sessions, developing career goals, and teaching needed skills to enhance leadership skills and abilities of the team.
This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Louisville, KY; 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:
• Manages the teams responsible for online entry or answering of incoming calls from banks, credit unions or internal & external customers in a timely manner.
• Oversees the maintenance of department product and service knowledge.
• Ensures Product Support Representatives are equipped to support new and updated products and services.
• Oversees the daily operation of one or more departments including costs, staffing, company policy, and governmental regulations.
• Oversees onboarding, development, pay reviews, and performance management of all employees in the department.
• Ensures that client and customer SLAs are being met.
• Represents Jack Henry to our external clients.
• May perform other job duties as assigned.
What you'll need to have:
• Minimum of 7 years of contact center experience.
• Previous formal leadership experience required.
What would be nice for you to have:
• The ability to interpret and analyze contact center statistics and metrics.
• Excellent written and verbal communication skills.
• Excellent leadership, organizational, decision-making, and analytical skills.
• Able to provide servant leadership to department and customers.
• Able to successfully manage remote employee(s).
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.
Requests for full corporate job descriptions may be requested through the interview process at any time.
