Support Representative

Tyler Technologies; Franklin (TN); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Tyler Technologies in Franklin, TN is seeking a Software Support Representative to assist clients in using our software products. You will diagnose easy-to-moderate issues, perform data analysis, and troubleshoot with development tools.

The role emphasizes professional communication and collaborative testing to resolve client questions promptly. This hybrid position requires weekend shifts (Saturday and Sunday) with flexibility to work Friday or Monday.

Qualifications

• Associate degree or equivalent experience required; Bachelor’s degree preferred.
• One year of work experience in customer service or technical support is required.
• Exceptional customer service aptitude.
• Experience in a high-volume call center is preferred.
• Ability to work in a team environment to resolve issues.
• Excellent interpersonal, written and verbal communication skills.

Responsibilities

• Provide inbound phone, chat, or email software support to resolve easy-to-moderate client inquiries and problems.
• Communicate professionally with clients and coworkers.
• Determine issue urgency and prioritize accordingly for a group of clients.
• Diagnose problems and troubleshoot using established guidelines and tools.
• Record all details in the incident tracking system.
• Collaborate with team and may escalate to development as needed.
• Provide training to client end-users and contribute to documentation.

Skills

Customer service

Technical support

Communication

Team collaboration

Problem solving

Time management

Adaptability

Education

Associate degree or equivalent experience

Bachelor’s degree preferred

Tools

Microsoft Office

CRM systems

Job description

Description

The Software Support Representative will provide software support for Tyler clients in the use, functionality, and understanding of our products. The Software Support Representative ensures the timely resolution of easy-to-moderate client software issues through data analysis and functionality troubleshooting using multiple development tools, best-practice communication, team-coordinated testing, and other available tools for resolving issues.

Description

The Software Support Representative will provide software support for Tyler clients in the use, functionality, and understanding of our products. The Software Support Representative ensures the timely resolution of easy-to-moderate client software issues through data analysis and functionality troubleshooting using multiple development tools, best-practice communication, team-coordinated testing, and other available tools for resolving issues.

This is a hybrid role that will be working weekends, Saturday/Sunday, and flexible to work Friday or Monday

Responsibilities

• The Software Support Representative must be able to:
• Communicate professionally, clearly, and appropriately with clients and coworkers.
• Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
• Solve problems effectively in an ever-evolving environment.
• Demonstrate proficient knowledge of support processes, problem management tools, and procedures.
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Maintain composure under pressure.
• Resolve issues of easy-to-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
• Work effectively both independently and in a team-oriented environment.
• Assist other team members.
• Provide limited hardware and operating system support.
• Effectively utilize available resources.
• Accurately record all details and progress in incident tracking system(s).
• Provides inbound phone, chat, or email software support to resolve easy-to-moderate client inquiries and problems effectively and efficiently.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Work with clients on analysis, diagnostics, and resolution of issues.
• Must be on the phone and available to help clients from start time through end time.
• Manage multiple customer issues in a fast-paced organization and prioritize effectively.
• Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.
• Utilize system tools to assist clients and resolve issues.
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• May submit client issues to the development team for resolution as needed.
• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
• May provide training to client end-users (typically via webinar).
• Creates or enhances documentation throughout the support process.
• Contributes to the company knowledge library and/or the Tyler Community.
• May participate in User Group meetings and activities.
• Commits to expanding technological skills and knowledge of the Tyler products.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Performs other duties as assigned.

Qualifications

• Associate degree or equivalent experience required; Bachelor’s degree preferred.
• One year of work experience in a customer service/technical support environment is required.
• Exceptional customer service aptitude required.
• Experience working in a high-volume call center is preferred.
• Ability to work in a team environment to collaborate on resolving issues.
• Excellent interpersonal skills.
• Effective decision-making and problem-solving skills involving troubleshooting basic to moderate issues.
• Strong organizational skills.
• Effective analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Basic knowledge and understanding of database structures, including fields, tables, views, database objects, etc.
• Familiarity with legal terms and principles is desired.
• Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers, and operating systems.
• Knowledge and understanding of software development tools is a plus.