Support Services Representative

Tyler Technologies; United States; Hybrid; USD 38,000 - 58,000; Full time

Job summary

Tyler Technologies is seeking a Support Services Representative to join its Virginia-based eGovernment group. You will handle high-volume inquiries by telephone and email, resolve login, billing, and technical questions, and document interactions in the CRM to improve service quality.

You will work with a focus on customer satisfaction, learn multiple web-based systems, and stay current on product policies.

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.

Responsibilities

• Process a high volume of customer inquiries via telephone and email.
• Resolve login, billing, technical, service questions and other inquiries.
• Document customer contacts in the CRM and maintain records.
• Identify root causes and apply appropriate solutions.
• Review documents for regulatory compliance.
• Handle sensitive information securely per company policies.
• Provide courteous, professional customer service.
• Troubleshoot technical problems with minimal supervision.
• Learn and support multiple web-based systems.
• Provide accurate information to meet customer needs.
• Stay updated on product knowledge and procedures; communicate changes.
• Provide timely feedback to supervisor.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Attention to detail

Self-motivated

Technology understanding

Education

High School Diploma

Job description

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.