Support Services Representative

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

Software SupportCharleston,West Virginia
Salary: USD 20.67 Hourly

The nation’s leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. West Virginia-based subsidiary of the eGovernment firm Tyler Technology helps West Virginia government entities web-enable their information services. Our electronic government solutions utilize technology to enhance efficiency, lower costs, and make government interactions more accessible to everyone through easy access to relevant information and resources.

Responsibilities

• Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat 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 the 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 2 in-office days per week.