Lead Software Support Specialist (Onsite)

Tyler Technologies, Inc.; Overland Park (KS); On-site; USD 65,000 - 90,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Senior Software Support Specialist to lead complex customer inquiries across phone, chat, and email.

The role emphasizes technical leadership, escalation handling, and coaching of junior staff while ensuring high first-contact resolution and service quality for Tyler applications. You will guide teammates, stay current on software releases, and coordinate with internal teams to resolve defects and billing discrepancies, maintaining accurate records of issues

Qualifications

• Two or more years in software support, technical support, customer service, or call center.
• Experience resolving complex customer issues and supporting peers.
• Experience with payment processing, billing, or government programs is a plus.
• Associate or bachelor’s degree preferred.

Responsibilities

• Serve as senior contact for calls, chats, and emails from customers using Tyler applications.
• Lead diagnosis and resolution of complex or escalated issues involving software functionality, login, billing, reservations, and transactions.
• Ask insightful questions, analyze information, and provide solutions focused on first-contact resolution.
• Own challenging customer situations and ensure timely follow-through from initial contact to resolution.
• Model professional, empathetic, and accountable customer service practices for team members.
• Directly handle customer inquiries, expanding team capacity and ensuring prompt response.
• Coach Software Support Specialists, sharing product knowledge and troubleshooting methods.
• Assist with onboarding and ongoing training, reinforcing procedures and best practices.
• Serve as SME for products, clients, workflows, or support processes.
• Provide real-time guidance during escalations and back-up for triage or queue coordination.

Skills

Verbal Communication

Written Communication

Analytical Thinking

Troubleshooting

Coaching Others

Active Listening

Multitasking

Time Management

Attention to Detail

Education

Associate or Bachelor’s degree

Job description

Tyler Technologies, Inc. is seeking a Senior Software Support Specialist to lead complex customer inquiries across phone, chat, and email.

The role emphasizes technical leadership, escalation handling, and coaching of junior staff while ensuring high first-contact resolution and service quality for Tyler applications. You will guide teammates, stay current on software releases, and coordinate with internal teams to resolve defects and billing discrepancies, maintaining accurate records of issues