Software Support Specialist
Software Support Specialist
Posted on :
19-05-2025
Employer Active
1 Vacancy
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Job Description
Description
The nations leading Web Services and ecommerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. New Jerseybased subsidiary of the eGovernment firm Tyler Technology helps New Jersey government entities webenable their information services. Our electronic government solutions use technology to increase efficiency reduce costs and help make government interactions more accessible for everyone through ready access to relevant technology.
As a Support Services Representative you will be interacting directly with our local and state partners and citizens utilizing the many online services we provide on behalf of the State of New Jersey. You will assist customers by investigating and reproducing errors reporting software bugs troubleshooting and providing general support.
Responsibilities
- Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone email and chat 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 per 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 webbased 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 customerfacing work experience.
- Excellent communication skills including clear verbal and written abilities.
- Strong organizational and prioritization skills.
- Ability to multitask in a fastpaced environment to ensure timely followthrough.
- Must have excellent problemsolving skills and a keen attention to detail.
- Must be selfmotivated and demonstrate initiative.
- Ability to understand a variety of technologies and platforms.
- This position allows both flexible and hybrid remote work opportunities.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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