Software Support Representative

Tyler Technologies; Annapolis (MD); Hybrid; USD 38,000 - 50,000; Full time

Job summary

Tyler Technologies seeks a Software Support Representative in Annapolis, MD to handle high-volume customer inquiries via phone and email. You will resolve login, billing, and technical questions, document interactions in our CRM, and maintain customer records with precision.

Ideal candidates have at least one year of customer-facing experience, strong communication, and problem-solving skills. The role offers flexible/remote options with a minimum of three in-office days per week.

Qualifications

• High School Diploma and at least one year of customer-facing work experience.
• Excellent communication skills, both verbal and written.
• Strong organizational and prioritization abilities.
• Ability to multitask in a fast-paced environment to ensure timely follow-up.
• Solid problem-solving skills and attention to detail.
• Self-motivated with initiative and adaptability to changing processes.
• Ability to understand a variety of technologies and platforms.
• Role supports flexible and remote work with minimum 3 in-office days per week.

Responsibilities

• Process a high volume of inbound customer inquiries promptly via phone and email.
• Resolve inquiries about login, billing, technical issues, and general questions.
• Document customer contacts and maintain records in the CRM system.
• Identify cause of problems and apply appropriate solutions.
• Review and process documents for regulatory compliance.
• Maintain data security and follow company policies.
• Provide courteous, customer-focused service at all times.
• Troubleshoot technical problems with minimal supervision.
• Navigate multiple web-based systems efficiently.
• Communicate accurate information to meet customer needs.
• Stay updated on product knowledge, policies, and procedures.
• Provide feedback to supervisor about challenges or customer concerns.
• Perform other duties as assigned.

Skills

Customer-facing

Communication

Organization

Multitasking

Problem solving

Tech savvy

Education

High School Diploma

Tools

CRM software

Job description

Software Support Representative

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.

Location

Annapolis, Maryland

Travel

0-5%

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.

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $37,782 - $50,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.