Senior Customer Service Specialist

Description

The Senior Software Support Specialist position takes the lead in resolving complex customer inquiries, supports escalations, and helps guide and develop Software Support Specialists. The Senior Software Support Specialist combines advanced product knowledge, sound judgment, and a customer-first approach to improve first-contact resolution, service quality, and operational consistency across phone, chat, and email support. This role is also integral to handling customer inquiries when not supporting the Software Support Specialists with complex issues and escalations.

This is fully onsite role.

Responsibilities

Customer Support & Technical Leadership

• Serve as a senior point of contact for inbound and outbound calls, chats, and emails from customers using Tyler applications.
• Lead the diagnosis and resolution of complex or escalated issues involving software functionality, login and access, billing, reservations, transactions, and general system usage.
• Ask insightful questions, analyze available information, and apply sound judgment to deliver accurate solutions with a focus on first-contact resolution.
• Take ownership of challenging customer situations and ensure timely follow-through from initial contact through resolution.
• Model professional, empathetic, and accountable customer service practices for other team members.
• Directly handle customer inquiries and perform the core responsibilities of a Software Support Specialist, expanding team capacity and helping ensure customer demand is addressed promptly.

Team Guidance & Knowledge Development

• Coach and support Software Support Specialists by sharing product knowledge, troubleshooting methods, customer service techniques, and operational best practices.
• Assist with onboarding and ongoing training, including reinforcing procedures, reviewing support scenarios, and helping team members build confidence and proficiency.
• Serve as a subject matter expert for assigned products, clients, workflows, or support processes.
• Provide real-time guidance during escalations and offer backup support for triage or queue coordination when needed.
• Promote a supportive team culture by communicating clearly, sharing lessons learned, and positively influencing the team through change.
• Assist in coaching based on quality findings, track improvement opportunities, and collaborate with management on actions that strengthen team performance.

System Navigation, Transactions & Compliance

• Use ticketing systems, telephony tools, customer relationship management systems, and Tyler platforms to manage and document customer interactions.
• Guide customers through bookings, modifications, cancellations, payments, and other supported system workflows.
• Accurately process agreements, payments, and sensitive information in accordance with company policies, security standards, client requirements, and applicable regulations.
• Maintain complete and accurate records of customer contacts, troubleshooting steps, decisions, and resolutions.
• Stay current on software releases, product enhancements, client-specific requirements, and evolving procedures.

Collaboration, Quality & Continuous Improvement

• Partner with internal teams to resolve technical defects, billing discrepancies, policy questions, and other issues requiring cross-functional coordination.
• Identify recurring issues, service gaps, and process risks; communicate findings to leadership and recommend practical improvements.
• Help develop and maintain procedures, reference materials, and knowledge resources that improve support consistency and efficiency.
• Contribute to special projects, reporting, testing, quality reviews, and operational readiness activities as assigned.
• Meet or exceed established performance expectations for quality, productivity, schedule adherence, documentation, and customer satisfaction.
• Manage multiple priorities effectively in a fast-paced, evolving call center environment.

Qualifications

Education & Experience

• Associate or bachelor's degree preferred, or an equivalent combination of education and relevant experience.
• Two or more years of experience in software support, technical support, customer service, or a call center environment preferred.
• Demonstrated experience resolving complex customer issues and supporting or mentoring peers.
• Experience with payment processing, billing, financial reporting, government programs, or reservation systems is a plus.

Skills & Competencies

• Exceptional verbal and written communication skills, including the ability to explain technical concepts clearly and confidently.
• Strong analytical thinking, troubleshooting, and problem-solving skills.
• Ability to coach others, share constructive guidance, and lead through influence without direct supervisory authority.
• Strong active listening skills and the ability to quickly identify customer needs.
• Ability to navigate multiple systems and web-based applications simultaneously with accuracy and efficiency.
• Proficiency with Microsoft Office applications and general web browser troubleshooting.
• Strong attention to detail and commitment to documented processes, security requirements, and compliance standards.
• Effective organization, prioritization, time management, and multitasking skills.
• Ability to anticipate obstacles, communicate risks, and collaborate with leadership on solutions.
• Adaptable, team-oriented, and committed to continuous learning and service improvement.

Work Environment & Physical Requirements

• Ability to work in an office environment and remotely, as business needs permit.
• Ability to work scheduled shifts in a structured, performance-driven contact center environment supporting Tyler clients.
• Prolonged periods of sitting and routinely using a personal computer, keyboard, mouse, headset, and related equipment.
• Occasional lifting of items weighing up to 25 pounds may be required.

What You'll Bring to Tyler

A customer-first mindset, ownership of each interaction, and a commitment to helping both customers and colleagues succeed. You bring professionalism, sound judgment, curiosity, and a solutions-oriented approach while contributing to a positive, accountable, and continuously improving support organization.