Help Desk Specialist - Remote Public Sector Support

Tyler Technologies; Richmond (VA); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Tyler Technologies in Richmond, Virginia, is seeking a Support Services Representative to manage high-volume inquiries by phone and email, resolve login, billing, and technical issues, and maintain accurate customer records in our CRM system.

The role offers flexible and remote work with a minimum of 3 in-office days per week, and involves learning multiple web-based systems while delivering professional customer service to meet needs and ensure satisfaction.

Qualifications

• High School Diploma and at least 1 year of customer-facing experience.
• Excellent communication skills, both verbal and written.
• Strong organizational and prioritization abilities.
• Ability to multitask in a fast-paced environment.
• Must be self-motivated with initiative.
• Ability to understand multiple technologies and platforms.
• Role permits flexible and remote work with minimum 3 in-office days weekly.

Responsibilities

• Process a high volume of inquiries via unscripted phone and email conversations.
• Resolve login, billing, technical, and service questions.
• Document customer interactions and maintain records in CRM system.
• Identify causes of problems and apply appropriate solutions.
• Review documents for regulatory compliance as needed.
• Handle sensitive information securely and follow company policies.
• Provide accurate information to meet customer needs and satisfaction.
• Stay updated on product knowledge, policies, and procedures.

Skills

Customer service

Phone support

Email support

CRM systems

Technical troubleshooting

Documentation

Education

High School Diploma

Tools

CRM software

Job description

Tyler Technologies in Richmond, Virginia, is seeking a Support Services Representative to manage high-volume inquiries by phone and email, resolve login, billing, and technical issues, and maintain accurate customer records in our CRM system.

The role offers flexible and remote work with a minimum of 3 in-office days per week, and involves learning multiple web-based systems while delivering professional customer service to meet needs and ensure satisfaction.