Technical Support Supervisor

Jack Henry & Associates Inc. San Diego , CA 92140

Posted 3 days ago

Description & Requirements

Symitar, a Jack Henry & Associates division, is looking for a Technical Support Supervisor to join our 24/7 Episys Technical Support group. The Technical Support Supervisor will provide direct supervision to the day, evening and weekend operations of technical support personnel providing Episys product support to customers via the telephone and/or internet. This team utilizes Episys product knowledge to ensure the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the Symitar Episys Technical Support relationship.

This is a 10am to 7pm shift. This role rotates as escalation contact for After Hours Team.

This role is located in San Diego, CA but also responsible for Employees in Allen Texas.


  • Minimum of 6 years of experience working in a Technical Support environment.

  • Previous management or supervisory position held.


  • Bachelor's degree preferred.

  • Credit Union experience.

  • Hands-on IT experience in a professional environment.


  • Strong organizational skills.

  • Supervises daily activities of employees doing the same or similar tasks. Responsible for coaching and discipline of employees. Assists subordinates with difficult inquiries or problems. May perform duties of the actual job along with subordinates. Has problem-solving capabilities and a demonstrated advanced knowledge of field.

  • 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 application and service issues.

  • Able to provide outstanding customer service as set forth by corporate policies and standards.

  • Demonstrates strong communication and customer interaction skills in accordance with SLS policies and guidelines to serve as Subject Matter Expert (SME).


  • Provides feedback to manager regarding trends, issues, training needs, etc; facilitates majority of new technical support training and cross-training.

  • Assists in creating internal documentation in the form of training materials, reference guides, tip sheets, etc.

  • Works on special projects or research as related to technical support as needed.

  • Provides coaching and feedback to technical support personnel on a daily basis; conducts formal and informal reviews on an ongoing basis.

  • Creates customer communication for financial institutions.

  • May act as the second tier of response for escalated cases.

  • Escalation point of contact for After Hours

  • Document and report software defects as required.

  • Oversee staff of 19 spanning multiple shifts with primary focus on After Hour staff

  • Accurately assesses the customer's product issue or problem. Asks the product user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.

  • May research customer problems/issues to increase personal knowledge and familiarity with the supported product. Provides the highest level of support possible. Keeps current on most recent changes and/or upgrades.

  • Identifies and resolves application and service issues and any other questions that may arise.

  • Provides programmers and team leaders with a precise understanding of user's issues when the problem needs to be escalated to a higher level. When necessary, provides internal contacts with customer issue documentation.

  • Oversees monitoring of the call tracking system for application calls and the return of calls in a timely manner in accordance with Service Level Standard (SLS) guidelines.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
POD Supervisor Supplies Customer Sales Support

Tandem Diabetes Care

Posted 6 days ago

VIEW JOBS 5/29/2020 12:00:00 AM 2020-08-27T00:00 What you'll be doing: Responsible for providing customer sales support for end users. Processes customer orders via phone, fax, email, and other media. Performs an insurance verification check prior to processing the order to ensure proper reimbursement and timely shipment of orders. Who we are: Here at Tandem, Diabetes is all we do and we are dedicated to making the lives of people with diabetes better and better, through relentless innovation. "In Tandem" means together, and we strive to embody that in every aspect of our business. We believe that working in tandem, not in isolation, is the best way to continually exceed expectations. We've have been named one of the fastest growing insulin pump companies in the U.S! Why? Designed, assembled and supported from our San Diego, CA headquarters, Tandem has created the simple-to-use t:slim X2 Insulin Pump with Control-IQ Technology, which is the smallest pump available, the only color touch-screen insulin pump capable of remote feature updates, and the first CGM-enabled pump approved to let users make treatment decisions without pricking their finger. Read more about our company & culture here: and see what our customers are saying here: #tsliminthewild What you need for this position: PRIMARY DUTIES & RESPONSIBILITIES: * In partnership with the Manager, CSS - Inbound Queue, oversees and helps manage the CSS Supplies inbound team. * Assists with supporting the short-term planning for the department including headcount, budgeting, training, and systems requirements. * Participates in the selection, development, performance appraisal, merit recommendation, and promotion of staff. * Helps to ensure department staff and new hires are properly trained, per designated training plan, before assuming job responsibilities. * Assists with the development and management of schedules and performance requirements of Supplies team. * Responsible for timely maintaining SLA on the dedicated supply phone queue and assists team as needed. * Interacts with the Field Sales team to resolve customer issues assigned to the supply team. * Processes all aspects of the order process for customers by: * Verifying insurance benefits to determine cost share amounts for customers * Collecting and updating patient and insurance information * Documenting customer requests accurately and efficiently * Anticipating problems and initiating actions to ensure customers' orders are processed and shipped efficiently * Proactively communicating backorders/delivery dates to the customer and processing customer orders to completion * Reviews the Supplies team dedicated phone queue to ensure service levels and timelines are met. * Acts as escalation contact for customer calls. * Communicates process changes and "hot topics" to the inbound supply team. * Conducts follow up calls with customers regarding order status and research issues off line as needed. * Maintains active communication by responding to inquiries from customers, distributors, HCPs, and sales force regarding orders and shipment schedules. * Documents all interactions and calls into the Customer Relationship Manager (CRM) system in accordance with QA/RA and HIPAA guidelines. * Ensures all patient documents are on file as mandated by Tandem and regulatory requirements. * Accurately follows payer guidelines and protocols to ensure proper reimbursement for customer orders. * Responsible for partnering with the CSS leadership team on communicating and implementing process improvement initiatives to the team. * Contributes to the development of training materials and process documents for the entire Customer Sales Support team. * Acts as lead for complex insurance and distributor projects. * Creates cases in CRM for patient product exchanges. * Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements REQUIRED QUALIFICATIONS: Knowledge, skills & abilities: * Knowledge of medical device industry and DME insurance practices. * Knowledge of diabetes. * Ability to read and follow procedures and flow diagrams. * Competent call handling skills to process orders efficiently and effectively. * Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements. * Able to effectively share information related to work product in verbal and written form. * Able to contribute to the team by supporting the acceptance of new team members. * Demonstrated ability to work accurately, follow instructions and schedules, and handle multiple priorities. * Proficient with MS Office suite (Word, Excel, Outlook) and Internet. * Knowledge of ERP & customer relationship management (CRM) systems desirable. * Bilingual English/Spanish preferred. Minimum certifications/educational level: * High school diploma * Post-secondary education preferred Minimum experience: * Prior experience leading/supervising a customer facing department and associated staff is strongly preferred. * 3-4 years' experience completing insurance verifications in a customer service role. * Inbound call experience (up to 40 calls a day per rep) in an insurance verification role. * Experience documenting calls by typing on a keyboard while speaking to a customer on the phone. What's in it for you? We've got you covered. We offer a robust benefits package to support your health and your family. From medical, dental, and vision, to flexible spending accounts for both health and dependent care - Tandem's got you covered! Stay well with us. Enjoy the outdoors during your workday by biking, running, or walking on one of our nearby trails. Or check out our offsite gym, which boasts luxurious amenities including specialty fitness classes and state-of-the-art equipment. Invest in your career. Tandem offers all employees access to training and development programs and courses to help keep your career and skillset updated, not outdated. Live your life. Relax with 20 days of paid time off and celebrate 10 paid holidays in your first year. Save for your future with a company-provided 401(k) plan. Look forward to saving money on tickets to the San Diego Zoo, movies, restaurants, and so much more with our exclusive employee discount program. Celebrate in Tandem. Join in monthly employee get-togethers, tacos for Cinco de Mayo, corned beef for St. Patrick's Day, costume-contest for Halloween, and the annual JDRF walk. Tandem Diabetes Care San Diego CA

Technical Support Supervisor

Jack Henry & Associates Inc.