Software Support Representative

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Location

Plano, Texas

Responsibilities

 The Software Support Representative must be able to:
  • 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-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-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 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 company knowledge library and/or 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.
 

Qualifications

  • Associate degree or equivalent experience required; Bachelor’s degree preferred.
  • One year of work experience in a customer service/technical support environment required.
  • Exceptional customer service aptitude required.
  • Experience working in a high volume call center is preferred.
  • 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.
  • Familiarity with legal terms and principles desired.
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel (5%) preferred.

 

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

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Requisition Number:2022-1776

Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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