Support Services Representative

Tyler Technologies; Highland Meadows (MS); Hybrid; USD 32,000 - 48,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Tyler Technologies seeks a Support Services Representative in Jackson, MS, offering a hybrid schedule with two in-office days. You will solve customer inquiries, assist with web-based services and login issues, and manage billing information securely while documenting interactions in the CRM.

Responsibilities include handling phone, email, and chat, ensuring compliance, and providing accurate information to resolve issues and improve satisfaction.

Qualifications

• Undergraduate/associate degree or 2+ years related work experience.
• Outstanding verbal and written communications skills.
• Strong analytical thinking and problem-solving skills.

Responsibilities

• Handle inquiries via phone, email, and chat promptly and professionally.
• Resolve login, billing, and general service questions.
• Take notes and maintain customer records in CRM.
• Understand causes of problems and apply proper solutions.
• Process documents for regulatory compliance.
• Execute online transactions securely per policy.
• Provide accurate information to meet customer needs.
• Stay updated on product knowledge and policies.
• Report customer satisfaction feedback.
• Handle other duties assigned by management.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Internet proficiency

Microsoft Office

Organizational skills

Payment processing

Team player

Multitasking

Active listening

Public relations

Phone handling

Education

Undergraduate/Associate degree or 2+ years related experience

Job description

Support Services Representative

The Customer Support Representative (CSR) is required to solve problems, ask probing questions to understand the customer's inquiry, and achieve a high first-call-resolution percentage. Specifically, this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based services, login issues, and answering questions about government programs. This position is also responsible for accurately processing incoming agreements, securely handling billing information, and other duties as assigned.

This position will be located in Jackson, MS and expected to work a hybrid schedule, 2 days a week in office minimum.

Location

Jackson, Mississippi

Travel

0-5%

Responsibilities

• Processing 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 Customer Relationship Management system.
• Understand and determine the cause of problems quickly and apply the proper solution.
• Review and process documents for compliance with established regulations
• Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures.
• Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner.
• 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 and company policies and procedures, and effectively handle changes in any of these areas.
• Compile and report feedback on customer satisfaction
• Other Responsibilities Assigned by Manager

Qualifications

• Undergraduate/associate degree or minimum two years of related work experience
• Outstanding verbal and written communications skills
• Strong analytical thinking and problem-solving skills
• Well versed in Internet usage including various browsers, settings, and maintenance
• Understanding of Microsoft Office Applications
• Strong organizational and prioritization skills
• Knowledge of payment processing and/or knowledge of financial reporting a plus
• Willingness to define new operational processes or procedures when the customer service team must take on new operational duties.
• Works well with others in a team environment.
• Strong phone handling skills and active listening
• Ability to multi-task, prioritize and manage time effectively.
• Exceptional communication and public relations skills with strong phone/email contact abilities
• Active listener who can quickly discern customer's needs.
• Preferred experience with month-end close, CDB billing, and invoice procedures.
• Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances.
• Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment.

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.

Requisition Number:2026-9422

#LI-Hybrid

#LI-SB1