What are the responsibilities and job description for the Salesforce Support Supervisor position at Jack Henry and Associates, Inc.?
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.
Salesforce Support Supervisor will be joining our Salesforce team that supports the transition to the Salesforce platform. In this role, you will be responsible for supporting the team of Salesforce Support Specialists in providing Salesforce support to internal and external users. The successful candidate has extensive technical support experience. They have outstanding leadership skills and are able to guide their team through the transition.
This position will be filled to work at any Jack Henry office location or Remotely within the U.S.
The target salary range for this position is $61,200 - $90,000, based on location and experience.
If you are interested in this position, please apply on or before May 11, 2023.
What you’ll be responsible for:
Provide guidance, mentoring, training, and delegating responsibilities to direct reports enabling their professional growth and development.- Provide feedback to manager regarding trends, issues, training needs, etc.; facilitate the majority of new Salesforce Support Specialist training.
- Ensure resolution of customer product issues or problems by establishing and managing solution systems that provide answers to common questions and problems.
- Manage the identification and resolution of application and service issues and any other questions that may arise.
- Preform activities related to system maintenance and production Issues.
- Keep abreast with new Salesforce features and functionality and provide recommendations for process improvements.
- Oversee the development of and assist with the creation of business intelligence reports and/or dashboards to track items such as pipeline/forecasts, trends, and growth.
- Oversee monitoring of all incoming cases, chat messages, and team emails to ensure they are responded to and resolved in a timely manner in accordance with SLS policies and guidelines.
- May perform other job duties as assigned.
What you’ll need to have:
A minimum of 6 years of experience in a technical support role.- Experience supporting CRM operations (i.e., Salesforce, Dynamics).
- Demonstrated experience leading and supporting teams.
- Excellent written and verbal communication skills.
- Ability to travel up to 5% to attend JH meetings, trainings, and/or professional conferences.
What would be nice for you to have:
Bachelor’s Degree in Computer Science, IT, Management, or Business.- Salesforce certifications.
- Experience leading support teams through migration to Salesforce.
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 wellbeing 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 incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.
Requests for full corporate job description may be requested through the interview process at any time.
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