Support Services Representative

Tyler Technologies; Jackson (MS); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Tyler Technologies in Jackson, MS seeks a Customer Support Representative to resolve inquiries across web-based services, assist with login issues, and support customers using government programs. The role stresses high first-call resolution and secure handling of billing information.

This is a hybrid position with two in-office days weekly; strong communication, problem solving, and data handling skills are required to deliver professional customer service and accurate documentation.

Qualifications

• Requires strong communication skills, both verbal and written.
• Requires analytical thinking and problem-solving abilities.
• Proficient in Internet usage, browsers, and maintenance.
• Experience with payment processing or financial reporting is a plus.

Responsibilities

• Process incoming customer inquiries promptly via phone, email, and chat.
• Resolve login, billing, and technical issues and answer general questions.
• Record detailed notes and maintain customer records in CRM systems.
• Identify root causes and apply effective solutions.
• Review documents for regulatory compliance.
• Handle online transactions securely and in line with policies.
• Provide accurate information to meet customer needs and satisfaction.
• Stay updated on product knowledge and company procedures.

Skills

Verbal and written communication

Analytical thinking

Multi-tasking and time management

Active listening

Public relations

Team collaboration

Problem solving

Education

Undergraduate/associate degree

Tools

Microsoft Office

Job description

Description

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
• 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.