Software Support Specialist - Payments

Tyler Technologies; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Tyler Technologies in the Philippines is seeking an entry-level Software Support Specialist - Payments. You will provide basic-level payment processing software support for Tyler clients, helping with use, functionality, and understanding of our products and databases.

You will learn to resolve client issues through data analysis, troubleshooting, and collaboration with a team, while expanding knowledge of Tyler products and processes.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Experience with payment processing software.
• Excellent interpersonal and written/verbal communication skills.
• Strong problem-solving and analytical abilities in a technical environment.
• Proficiency with Microsoft Office.

Responsibilities

• Provide inbound basic-level payment support to Tyler clients.
• Analyze data reports to resolve issues and troubleshoot using available tools.
• Determine whether to resolve issues or escalate to a more experienced team member.
• Document support processes and contribute to the knowledge base.

Education

Bachelor's degree in a related field

Excellent interpersonal skills

Problem-solving

Teamwork

Customer service

Attention to detail

Communication

Analytical thinking

Tools

Microsoft Office

Payments software

Job description

Software Support Specialist - Payments

Company : Tyler Technologies

Job Type : Full Time Philippines

Description

Provide basic-level payment processing software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. The Associate Software Support Specialist is an entry-level position, learning how to ensure the timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team-coordinated testing, and other available tools for resolving issues. The Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.

Responsibilities

• Strong desire to work with a team that has common goals
• Passion for helping clients and building rapport
• Desire to work in a fast-paced environment where every day offers diverse questions
• Aptitude for problem-solving and thinking out of the box.
• Provides inbound support to resolve client inquiries and problems.
• Analyzes data reports, forms, and web technologies commensurate with the level of training and understanding.
• Determines whether to resolve issues personally or to refer to a more experienced team member.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• May assist with writing documentation of support processes.
• May submit client issues to the development team for resolution as needed.
• May create or enhance documentation throughout the support process.
• Commits to expanding technological skills and knowledge of 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

• Bachelor's degree in a related field or equivalent experience.
• Experience with payment processing software.
• 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.
• Knowledgeable with Microsoft Office.