Software Support Representative

Tyler Technologies; Annapolis (MD); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Tyler Technologies in Annapolis, MD seeks a Support Services Representative to handle high-volume customer inquiries via phone and email, resolve login, billing, and technical issues, and maintain accurate CRM records. The role emphasizes clear communication, timely follow-through, and professional customer interactions.

This position offers flexible and remote work with at least three in-office days weekly; candidates should have at least one year of customer-facing experience, strong

Qualifications

• High School Diploma and a minimum of 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 both flexible and remote work opportunities with a minimum of 3 in-office days per week.

Responsibilities

• Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone and email conversations
• Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns
• Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in the Customer Relationship Management system
• 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 with customers professionally and courteously at all times
• Solve technical problems with minimal supervision
• Navigate a computer effectively and learn to use and support multiple web-based systems quickly
• Provide accurate and complete information to meet customer needs and achieve satisfaction
• Work with supervisor to stay updated on product knowledge, company policies, and procedures, and effectively handle changes in any of these areas
• Provide timely feedback to the supervisor regarding challenges or customer concerns
• Other duties as assigned

Skills

Communication skills

Organizational skills

Multitasking

Problem solving

Initiative

Tech aptitude

Education

High School Diploma

Job description

Description

The nation’s leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. Our electronic government solutions use technology to increase efficiency, reduce costs, and help make government interactions more accessible for everyone through ready access to relevant technology.

Description

The nation’s leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. Our electronic government solutions use technology to increase efficiency, reduce costs, and help make government interactions more accessible for everyone through ready access to relevant technology.

Responsibilities

• Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone and email conversations


• Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns


• Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in the Customer Relationship Management system


• 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 with customers professionally and courteously at all times


• Solve technical problems with minimal supervision


• Navigate a computer effectively and learn to use and support multiple web-based systems quickly


• Provide accurate and complete information to meet customer needs and achieve satisfaction


• Work with supervisor to stay updated on product knowledge, company policies, and procedures, and effectively handle changes in any of these areas


• Provide timely feedback to the supervisor regarding challenges or customer concerns


• Other duties as assigned

Qualifications

• High School Diploma and a minimum of 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 both flexible and remote work opportunities with a minimum of 3 in-office days per week.