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Software Support Representative
Tyler Technologies
Overland Park, USA
Full-time
Entry
Hybrid
Discovered 1 weeks ago
Free
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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.
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