Support Services Representative

Tyler Technologies; East Side (WV); Hybrid; USD 34,000 - 50,000; Full time

Job summary

Tyler Technologies is seeking a Support Services Representative to handle a high volume of customer inquiries via phone, email, and chat from Charleston, WV. You will document interactions in the CRM, identify causes, and apply effective solutions to ensure customer satisfaction.

Qualifications include a HS diploma and at least 1 year in customer-facing roles, with strong communication, organization, and problem-solving skills.

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.

Responsibilities

• Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations.
• Resolve 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 in the CRM 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, policies, and procedures, and handle changes accordingly.
• Provide timely feedback to the supervisor regarding challenges or customer concerns.
• Other duties as assigned

Skills

Excellent communication

Organizational skills

Prioritization

Multitasking

Problem-solving

Attention to detail

Self-motivation

Technologies and platforms

Remote/hybrid work eligibility

Education

High School Diploma

1 year customer-facing experience

Job description

Support Services Representative

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.

Location

Charleston, West Virginia

Travel

0-5%

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.

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.