Support Representative

Tyler Technologies; Plano (TX); Hybrid; USD 38,000 - 42,000; Full time

Benefits offered by this job

Hybrid work model

Training opportunities

Job summary

Tyler Technologies is seeking a Support Representative to assist clients with software usage and troubleshooting. The role involves hybrid work, weekend shifts, and collaboration with cross-functional teams to resolve client issues efficiently.

You will analyze problems, perform QA testing on software modules, and contribute to documentation while maintaining strong client relationships and adherence to company policies.

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.
• Excellent written and verbal communication skills and strong interpersonal abilities.
• Ability to work in a high-volume environment and collaborate within a team.
• Basic knowledge of databases and data analysis is a plus.

Responsibilities

• Provide inbound phone, chat, or email software support to resolve easy-to-moderate client inquiries.
• Record details in incident tracking systems and manage client expectations.
• Diagnose issues, perform testing, and coordinate with development for escalation as needed.
• Develop product knowledge through testing and reviewing new functionality.
• Contribute to knowledge base and participate in training or User Group activities.
• Possibly provide training to client end-users via webinar.

Skills

Customer service

Teamwork

Communication

Analytical skills

Organizational skills

Problem solving

Education

Associate degree or equivalent

Tools

Microsoft Office

Operating systems

Web browsers

Job description

Support Representative

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.

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Franklin, Tennessee | Plano, Texas

Travel

0-5%

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.

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $37,782 - $42,240 before adjustment for geographic differences.

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.

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.