Support Services Representative

Tyler Technologies, Inc.; Jackson (MS); Hybrid; USD 40,000 - 45,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Customer Support Representative in Jackson, Mississippi.

The role requires resolving customer inquiries, assisting users with web-based services, login issues, and government program questions, while handling sensitive billing information securely. The CSR will work a hybrid schedule with at least two days in the office each week, process inquiries via phone, email, or chat, and maintain accurate CRM records.

Qualifications

• Undergraduate/associate degree or minimum two years of related work experience.
• Strong verbal and written communications skills.
• Analytical thinking and problem-solving abilities.
• Experience with Microsoft Office applications.
• Strong organizational and prioritization skills.

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

Skills

Verbal and written communications

Analytical thinking

Microsoft Office

Organizational skills

Payment processing

Financial reporting

Process improvement

Teamwork

Phone skills

Multitasking

Active listening

Billing procedures

Customer service demeanor

Education

Undergraduate/associate degree or minimum two years of related work experience

Job description

Software SupportJackson,Mississippi
Salary: USD 40000 - 45000 Annually

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.

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
• 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.