Software Support Representative
Software Support Representative
Posted on :
05-04-2025
Employer Active
1 Vacancy
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Job Description
Description
This is a pipeline requisition.
Responsibilities
The Software Support Representative must be able to:
- Communicate professionally clearly and appropriately with clients and coworkers.
- Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
- Solve problems effectively in an everevolving environment.
- Demonstrate proficient knowledge of support processes problem management tools and procedures.
- Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients confidence in the organization.
- Maintain composure under pressure.
- Resolve issues of easymoderate complexity utilizing knowledge of established guidelines company policies and contract specifications.
- Work effectively both independently and in a teamoriented environment.
- Assist other team members.
- Provide limited hardware and operating system support.
- Effectively utilize available resources.
- Accurately record all details and progress in incident tracking system(s).
- Provides inbound phone chat or email software support to resolve easymoderate client inquiries and problems effectively and efficiently.
- Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
- Work with clients on analysis diagnostics and resolution of issues.
- Must be on the phone and available to help clients from start time through end time.
- Manage multiple customer issues in a fast paced organization and prioritize effectively.
- Continually develop product expertise by reviewing new functionality testing product issues and utilizing internal resources.
- Utilize system tools to assist clients and resolve issues.
- Uses Tylers client management system to create track and/or update details on the specifics of client issue(s).
- May submit client issues to development team for resolution as needed.
- Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
- May provide training to client endusers (typically via webinar).
- Creates or enhances documentation throughout the support process.
- Contributes to company knowledge library and/or Tyler Community.
- May participate in User Group meetings and activities.
- Commits to expanding technological skills and knowledge of the Tyler products.
- Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include but are not limited to Safety Equal Employment Opportunity Business Ethics and AntiHarassment policies.
- Performs other duties as assigned.
Qualifications
- Associate degree or equivalent experience required; Bachelors degree preferred.
- One year of work experience in a customer service/technical support environment required.
- Exceptional customer service aptitude required.
- Experience working in a high volume call center is preferred.
- Ability to work in a team environment to collaborate on resolving issues.
- Excellent interpersonal skills.
- Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
- Strong organizational skills.
- Effective analytical ability particularly in a technical environment.
- Excellent written and verbal communication skills.
- Basic knowledge and understanding of database structures including fields tables views database objects etc.
- Familiarity with legal terms and principles desired.
- Proficiency using computers specifically Microsoft Word Excel PowerPoint Internet various browsers and operating systems.
- Knowledge and understanding of software development tools a plus.
- Ability to travel 5 preferred.
- Required to undergo and satisfactorily pass a fingerprint background check in accordance with CJIS requirements.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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