Supervisory Team Lead - Manila

Tyler Technologies, Inc.; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

Tyler Technologies, Inc. is seeking a Software Support Representative to deliver software support to clients via phone, chat, and email. The representative will assist in resolving software issues while ensuring client satisfaction and maintaining professionalism.

This hybrid role allows remote work on Mondays and Fridays, with in-office attendance required from Tuesday to Thursday. Candidates should have excellent communication skills and be adept at problem-solving.

Join Tyler Technologies, a proud equal opportunity employer, and contribute to our commitment to client support.

Qualifications

• 1+ year of experience in a customer service or technical support environment.
• Ability to work in a collaborative team environment.
• Excellent verbal and written communication skills.

Responsibilities

• Provide software support to Tyler clients through phone, chat, or email.
• Analyze and troubleshoot client issues effectively.
• Accurately record details in incident tracking systems.

Skills

Customer service aptitude

Problem-solving skills

Interpersonal skills

Technical support experience

Analytical ability

Education

Associate degree or equivalent experience

Bachelor’s degree (preferred)

Tools

Microsoft Word

Microsoft Excel

Various browsers

Job description

The Software Support Representative will provide software support for Tyler clients in the use, functionality, and understanding of our products. The Software Support Representative ensures the timely resolution of easy-to-moderate client software issues through data analysis, functionality troubleshooting, and coordinated team testing, using multiple development tools and other available tools.

This is a hybrid role. Mondays and Fridays may be remote; Tuesdays, Wednesdays, and Thursdays are required in the office.

Location

Manila, Philippines

Travel

0-5%

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.
• Resolve issues of easy-to-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-to-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 issue resolution.
• 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 the 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 the company knowledge library and/or the 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 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.
• Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers, and operating systems.
• Knowledge and understanding of software development tools is a plus.

Tyler Technologies is proud to be an 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, protected 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 [e-mail] 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.