Support Services Representative

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The nation’s leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team.  Maine - based subsidiary of the eGovernment firm Tyler Technology helps Maine government entities web-enable their information services.  Our electronic government solutions use technology to increase efficiency, reduce costs, and help make government interactions more accessible for everyone through ready access to relevant technology.    
    
As a Support Services Representative, you will be interacting directly with our local and state partners as well as citizens utilizing the many online services we provide on behalf of the State of Maine. You will assist customers by investigating and reproducing errors, reporting software bugs, troubleshooting errors, and providing general support.    
    

Location

Augusta, Maine

Travel

0-5%

Responsibilities

  • Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone, email and chat conversations
  • Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns
  • Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in the Customer Relationship Management system
  • Understand and determine the cause of problems quickly and apply the appropriate solution
  • Review and process documents for compliance with established regulations
  • Manage sensitive information securely and in accordance with company policies and procedures
  • Demonstrate commitment to customer satisfaction and interact with customers in a professional and courteous manner at all times
  • Solve technical problems with minimal supervision
  • Navigate a computer effectively and learn to use and support multiple web-based systems quickly
  • Provide accurate and complete information to meet customer needs and achieve satisfaction
  • Work with supervisor to stay updated on product knowledge, company policies and procedures, and effectively handle changes in any of these areas
  • Provide timely feedback to the supervisor regarding challenges or customer concerns
  • Other duties as assigned
    

Qualifications

  • High School Diploma and a minimum of one year of customer-facing work experience.
  • Excellent communication skills, including clear verbal and written abilities.
  • Strong organizational and prioritization skills.
  • Ability to multi-task in a fast-paced environment to ensure timely follow-through.
  • Must have excellent problem-solving skills and a keen attention to detail.
  • Must be self-motivated and demonstrate initiative.
  • Ability to understand a variety of technologies and platforms.
  • This position allows both flexible and fully remote work opportunities. 
   #LI-Hybrid 

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.

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Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

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Requisition Number:2024-4474

#DICENIC

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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