Support Services Representative

Tyler Technologies, Inc.; Richmond (VA); Hybrid; USD 38,000 - 58,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Support Services Representative to assist customers via phone and email, resolving login and billing issues, and documenting all interactions in the CRM. The role emphasizes problem solving, accurate information delivery, and customer satisfaction.

The position offers flexibility with remote work options and requires a minimum of 3 in-office days per week in Virginia. Candidates should have a High School Diploma and at least one year of customer-facing

Qualifications

• High School Diploma and at least 1 year of customer-facing work experience.
• Excellent communication skills, both verbal and written.
• Strong organizational and prioritization abilities and multitasking in a fast-paced environment.
• Flexible work arrangement with at least 3 in-office days per week.

Responsibilities

• Handle high volume inquiries via unscripted phone and email conversations.
• Resolve login, billing, technical, and service questions promptly.
• Document interactions in the CRM system and maintain records accurately.
• Determine causes of problems and apply appropriate solutions.
• Review documents for regulatory compliance and safeguard sensitive information.
• Maintain professional, courteous customer interactions to ensure satisfaction.
• Troubleshoot technical problems with minimal supervision.
• Navigate multiple web-based systems efficiently and learn quickly.
• Provide accurate information to meet customer needs and expectations.
• Stay updated on product knowledge and company policies with supervision.
• Offer timely feedback on challenges or customer concerns.
• Perform other duties as assigned.

Skills

Communication

Organizational skills

Multitasking

Problem solving

Attention to detail

Self-motivated

Initiative

Technical understanding

Education

High School Diploma

Tools

CRM systems

Web-based systems

Job description

The nation’s leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. Virginia-based subsidiary of the eGovernment firm Tyler Technology helps 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 and email 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 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 3 in-office days per week.