Software Support Representative

Description

Responsibilities

• Serve as the primary point of contact for inbound and outbound calls, chats, and emails from customers using Tyler applications.
• Troubleshoot and resolve issues related to software functionality, login/access, billing, reservations, and general system usage.
• Ask insightful questions to diagnose customer needs and deliver accurate, effective solutions with a focus on first-call resolution.
• Handle complex or escalated cases with professionalism, empathy, and accountability.

• Utilize ticket systems, telephony tools, and Tyler platforms to manage and document customer interactions.
• Guide customers through transactions such as bookings, modifications, cancellations, and other system workflows.
• Accurately process agreements, payments, and sensitive data in compliance with company policies and security standards.
• Maintain detailed and accurate records of all customer interactions and resolutions.

• Adhere to Tyler Technologies’ business rules, client-specific requirements, and regulatory guidelines.
• Stay current on software updates, product enhancements, and evolving procedures.
• Provide clear, consistent, and accurate information aligned with Tyler’s standards and client expectations.

• Partner with internal teams to resolve complex issues, including technical defects, billing discrepancies, or policy clarifications.
• Share customer feedback and insights to improve processes, tools, and the overall customer experience.
• Adapt to new tools, processes, and responsibilities in a dynamic, evolving environment.

• Meet or exceed performance metrics for quality, productivity, and customer satisfaction.
• Manage time effectively while balancing multiple priorities in a fast-paced call center environment.

Qualifications

• Associate or bachelor’s degree preferred, or equivalent combination of education and experience.
• Previous experience in a call center, customer service, or technical support environment preferred.

• Strong communication skills with the ability to explain technical concepts clearly and confidently.
• Excellent problem-solving and analytical thinking skills.
• Ability to navigate multiple systems and applications simultaneously with accuracy and efficiency.
• Strong attention to detail and adherence to processes and compliance requirements.
• Proficiency with Microsoft Office and general web/browser troubleshooting.
• Effective time management, multitasking, and organizational skills.
• Team-oriented mindset with adaptability and a positive attitude.

• Ability to work both in an office environment as well as remotely.
• Structured, performance-driven call center environment supporting Tyler clients.
• Ability to work scheduled shifts.
• Prolonged periods of sitting and working on a computer.

• A customer-first mindset and passion for helping others succeed.
• Ownership and accountability for each customer interaction from start to resolution.
• Professionalism, empathy, and a positive, solutions-oriented approach.
• A commitment to continuous learning and contributing to team success.