Support Services Representative

Tyler-Technologies-29572f8; United States; Hybrid; USD 38,000 - 52,000; Full time

Job summary

Tyler Technology in the United States seeks a Support Services Representative (SSR) to assist customers with web-based services and information access. The role focuses on delivering timely, professional support in a fast-paced environment.

You will handle inquiries via phone and email, resolve login, billing, and technical questions, document details in the CRM, and uphold policy compliance while maintaining customer satisfaction. Hybrid work requires at least 3 in-office days per week.

Qualifications

• High School Diploma with at least 1 year in customer-facing work.
• Clear verbal and written communication skills.
• Strong organizational and prioritization abilities.
• Ability to multitask in a fast-paced environment.
• Problem-solving skills and attention to detail.
• Willingness to work both remote and in-office (min 3 days).

Responsibilities

• Handle high volume inquiries via phone and email.
• Resolve login, billing, technical, and service questions.
• Document customer contacts in CRM promptly.
• Identify causes and apply appropriate solutions.
• Review documents for regulatory compliance.
• Protect sensitive information and follow policies.
• Maintain professional, courteous customer interactions.
• Learn product knowledge and policy changes.
• Provide feedback on customer concerns.
• Perform other duties as assigned.

Skills

Communication

Organization

Multitasking

Problem-solving

Initiative

Tech understanding

Education

High School Diploma

Tools

CRM 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.