Supervisor Customer Portal & CRM Support (Peoplesoft, SharePoint, Salesforce)

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 Team has an opportunity for a Supervisor to join the team. This team is responsible for resolving system-related cases from internal and external users of the customer portal and CRM. This Supervisor is responsible for guiding the team and overseeing the day-to-day operations of a diverse and longstanding remote support team. You will supervise your staff, provide top level customer service to our users, and support business system changes. To be successful, you will need to have some technical skills, be a strong leader, have excellent communication and organizational skills, and be committed to continuous improvement. This team has some exciting changes coming up such as migrating to a Salesforce- based external portal and CRM in the coming years. If you are looking for a technical leadership position where you will be an integral part of change this position may be for you.

This position can be worked remotely from one of the following hub locations: Southwest MO (Springfield/Monett MO), Kansas City MO metro area, Allen/Dallas-Ft. Worth TX, Cedar Falls IA, Louisville KY area.

What you'll be responsible for:

• Supervising and leading a team of technical customer support specialists, conducting team as well as individual meetings, providing feedback on performance and updates to the department. Ensuring a positive and productive work environment.
• Providing guidance, mentoring, and delegating responsibilities to direct reports, enabling their professional growth and development. This will include conducting performance reviews, and identifying training needs and professional development opportunities.
• Approving PTO requests and maintaining a team calendar.
• Oversee monitoring of incoming cases, chat messages, and team emails to ensure they are responded to and resolved in a timely manner according to service level polices and guidelines.
• Ensuring high levels of customer satisfaction by monitoring support processes and responding to feedback.
• Aligning resolution of escalated customer issues in a timely manner, and driving the resolution of complex or aging cases as needed.
• Align and support resolution of technical issue and configuration changes alongside level III team members (bugs, scripts, code changes)> Assist with troubleshooting and assist with identifying root cause.
• Build cross-functional alliances with various teams.
• Draft and deliver technical issue communication as needed.
• Support and align activities as it is related to system maintenance (validation and testing).
• Analyze existing processes and identify areas for improvement.
• Establish regular review of systems to ensure compliance and develop and implement efficient support procedures and best practices.
• Communicate with leadership providing regular updates as it relates to cases, projects and trends. This will include completing weekly leadership reporting to deliver timely, accurate, and actionable business information.
• Support teams' creation of solution documentation into the company knowledge base.
• May perform other duties as assigned.

What you'll need to have:

• Must have at least 4 years of experience in internal/external technical customer support
• Must have at least 2 years of professional leadership experience in a supervisory or project management role.
• Most possess excellent written and verbal communication skills and the ability to tailor communication to the audience as applicable.
• Must demonstrate an aptitude for learning new systems, tools, standards, and processes. Must be willing and able to learn technological terminology.
• Must be demonstrate that you are a self-motivated leader to take initiative and assume ownership while operating with minimal supervision.
• Must have demonstrated problem-solving skills and have the ability to define a process or problem in logical steps.
• Must be proficient with Excel to create spreadsheets used for reports and special projects.
• Must be able to manage calendars in MS Outlook or other email applications.

What would be nice for you to have:

• Associate or bachelor's degree.
• Experience as a user or administrator in one or more of the following systems: SharePoint, Salesforce, ServiceNow, Oracle PeopleSoft, or other CRM and ERP systems.
• Experience documenting instructions, solutions, or processes (Knowledge-Centered Service, KCS).
• Familiarity with DevOps practices (SDLC, Agile, SAFe, ITIL, ITSM).
• 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.