Support Representative

Tyler Technologies is a leading provider of software solutions for the public sector, and they are seeking a Support Representative to assist clients with software functionality and troubleshooting. The role involves resolving client inquiries, maintaining communication, and ensuring effective problem resolution while developing product expertise.

Responsibilities

• Communicate professionally, clearly, and appropriately with clients and coworkers
• Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
• Solve problems effectively in an ever-evolving environment
• Demonstrate proficient knowledge of support processes, problem management tools, and procedures
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization
• Maintain composure under pressure
• Resolve issues of easy-to-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications
• Work effectively both independently and in a team-oriented environment
• Assist other team members
• Provide limited hardware and operating system support
• Effectively utilize available resources
• Accurately record all details and progress in incident tracking system(s)
• Provides inbound phone, chat, or email software support to resolve easy-to-moderate client inquiries and problems effectively and efficiently
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations
• Work with clients on analysis, diagnostics, and resolution of issues
• Must be on the phone and available to help clients from start time through end time
• Manage multiple customer issues in a fast-paced organization and prioritize effectively
• Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources
• Utilize system tools to assist clients and resolve issues
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s)
• May submit client issues to the development team for resolution as needed
• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required
• May provide training to client end-users (typically via webinar)
• Creates or enhances documentation throughout the support process
• Contributes to the company knowledge library and/or the Tyler Community
• May participate in User Group meetings and activities
• Commits to expanding technological skills and knowledge of the Tyler products
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies
• Performs other duties as assigned

Skills

• Associate degree or equivalent experience required; Bachelor's degree preferred
• One year of work experience in a customer service/technical support environment is required
• Exceptional customer service aptitude required
• Ability to work in a team environment to collaborate on resolving issues
• Excellent interpersonal skills
• Effective decision-making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills
• Effective analytical ability, particularly in a technical environment
• Excellent written and verbal communication skills
• Basic knowledge and understanding of database structures, including fields, tables, views, database objects, etc
• Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers, and operating systems
• Bachelor's degree preferred
• Experience working in a high-volume call center is preferred
• Familiarity with legal terms and principles is desired
• Knowledge and understanding of software development tools is a plus

Benefits

• This is a hybrid role that will be working weekends, Saturday/Sunday, and flexible to work Friday or Monday

Company Overview

Company H1B Sponsorship