Hybrid Software Support Specialist - Weekend Shifts

Tyler Technologies, Inc.; Philippines; Hybrid; PHP 260,000 - 420,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Software Support Representative to assist clients in using and understanding our software products.

You will resolve easy-to-moderate issues via data analysis, troubleshooting, and coordination with team testers in a hybrid role, including weekend shifts (Saturday/Sunday) with optional Friday or Monday coverage. Responsibilities include professional client communication, prioritizing issues, documenting progress, QA testing for upgrades, and contributing to

Qualifications

• One year of work experience in a customer service/technical support environment is 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 is desired.
• Knowledge and understanding of software development tools is a plus.

Responsibilities

• Provide software support for Tyler clients in use, functionality, and understanding of our products.
• Ensure timely resolution of easy-to-moderate client software issues through data analysis, troubleshooting, and coordinated team testing.
• Communicate professionally with clients and coworkers.
• Prioritize issues for assigned clients and determine urgency.
• Record all details and progress in incident tracking systems.
• Provide inbound phone, chat, or email support to resolve inquiries and problems.
• Work with clients on analysis, diagnostics, and issue resolution.
• Be on the phone and available to assist clients from start to end time.
• Manage multiple issues in a fast-paced environment and prioritize effectively.
• Develop product expertise by reviewing new functionality and testing issues.
• Utilize system tools to assist clients and resolve issues.
• Create or update documentation throughout the support process.
• Contribute to the knowledge library and Tyler Community.

Skills

Customer service

Communication

Problem-solving

Teamwork

Documentation

Analytical thinking

Organization

Verbal communication

Written communication

Technical understanding

Job description

Tyler Technologies, Inc. is seeking a Software Support Representative to assist clients in using and understanding our software products.

You will resolve easy-to-moderate issues via data analysis, troubleshooting, and coordination with team testers in a hybrid role, including weekend shifts (Saturday/Sunday) with optional Friday or Monday coverage. Responsibilities include professional client communication, prioritizing issues, documenting progress, QA testing for upgrades, and contributing to