Support Representative

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

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 that works weekends, Saturday/Sunday, and is flexible to work Friday or Monday.

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

• 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.