Support Services Coordinator

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Responsible for the day-to-day operations related to Citizens, Businesses, and Customers utilizing applications and services. This position is full time with primary hours between 8:00AM -5:00PM. Employee will participate in a 24x7 on-call schedule. In addition to technical skills and aptitude, this position will require strong customer service, excellent communication (both written and oral) and problem-solving skills in order to manage the full lifecycle of an IT Incident and ensure the best possible level of service quality and availability are maintained.


  • Provide first and single point of contact for Texas Payment Services related issues for Customers throughout the entire lifecycle of a Service Request with the primary goal of restoring regular service as quickly as possible
  • Proactively manage Partner (e.g., account management) by facilitating and/or attending regular service review and acting as a liaison for issues with the internal technical teams, as required
  • Independently respond to incoming Incidents and Service Requests via ServiceNow Tickets, phone, email, and DIR/MSI escalation
  • Perform troubleshooting, mitigation and root cause analysis providing frontline resolution
  • Provide workarounds or escalate to Level 2 / Technical Support Teams according to defined procedures
  • Monitor overall queue activity, ensure active movement of issues and escalate to Manager
  • Record, categorize, prioritize, and close Incident and Service Requests using the ServiceNow Service Desk ticketing system while keeping users informed of progress
  • Responsible for communicating Incidents and Impairments with various groups, internally and externally, at the onset of an Incident, during and at the conclusion 
  • Fulfill reporting obligations by drafting Incident Reports and summaries, as needed
  • Participate in on-call rotation (approximately one week per month) by carrying 24x7 cell phone


  • Previous experience in a technical support role
  • Organization and time management skills
  • Excellent troubleshooting skills
  • Excellent written and verbal communications skills
  • Prior accounting experience preferred, specifically, the Uniform Statewide Accounting System (USAS)
  • Basic understanding of eCommerce transactions financial flow
  • Maintain a positive, approachable attitude that combines exceptional service with user education and empowerment
  • Strong work ethic
  • Able to self-manage priorities effectively and be at ease with multitasking


Austin, Texas



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Requisition Number:2021-1517


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 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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