Remote Support Services Specialist (Hybrid)

Tyler Technologies, Inc.; Charleston (WV); Hybrid; USD 24,796 - 33,062; Full time

Job summary

Tyler Technologies, Inc. is seeking a Support Services Representative to join our Charleston, WV team.

You will handle high volumes of customer inquiries by phone, email, and chat, resolving login, billing, and technical issues with care and accuracy. You'll document interactions in our CRM, follow procedures, protect sensitive information, and collaborate with supervisors to stay updated on product knowledge and policies.

Qualifications

• High School Diploma and at least one year of customer-facing work experience.
• Excellent communication skills, including clear verbal and written abilities.
• Strong organizational and prioritization skills.
• Ability to multitask in a fast-paced environment to ensure timely follow-through.
• Must have excellent problem-solving skills and a keen attention to detail.
• Must be self-motivated and demonstrate initiative.
• Ability to understand a variety of technologies and platforms.
• This position allows flexible and remote work with a minimum of 2 in-office days per week.

Responsibilities

• Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations
• Resolve inquiries regarding login, billing, technical problems, service questions, and other general concerns
• Take detailed notes, document customer contacts quickly, and maintain customer records in the CRM
• Understand and determine the cause of problems quickly and apply the appropriate solution
• Review and process documents for compliance with established regulations
• Manage sensitive information securely and follow company policies and procedures
• Demonstrate commitment to customer satisfaction and interact professionally and courteously
• Solve technical problems with minimal supervision
• Navigate a computer effectively and learn to use and support multiple web-based systems
• Provide accurate and complete information to meet customer needs
• Work with the supervisor to stay updated on product knowledge, policies, and procedures
• Provide timely feedback to supervisor regarding challenges or customer concerns
• Other duties as assigned

Skills

Excellent communication skills

Strong organizational skills

Multitasking in fast-paced environment

Problem-solving skills

Self-motivated and initiative

Understanding of various technologies

Education

High School Diploma

Job description

Tyler Technologies, Inc. is seeking a Support Services Representative to join our Charleston, WV team.

You will handle high volumes of customer inquiries by phone, email, and chat, resolving login, billing, and technical issues with care and accuracy. You'll document interactions in our CRM, follow procedures, protect sensitive information, and collaborate with supervisors to stay updated on product knowledge and policies.