Software Support Representative

Description

At Tyler Technologies, we are committed to empowering the public sector through innovative technology and exceptional service. As a Software Support Specialist, you will serve as a trusted resource and first point of contact for our internal contact center operations, supporting customers using Tyler's software solutions and web-based services.

Why Tyler Technologies?

Tyler Technologies is a leading provider of integrated software and technology services for the public sector. We are driven by our mission to empower government organizations to operate more efficiently and serve their communities more effectively.

We foster a collaborative, inclusive culture where team members are supported in their growth and recognized for their contributions. Join us and help make a meaningful impact through technology and service.

In this role, you will combine technical troubleshooting, customer service expertise, and operational accuracy to deliver timely, effective solutions - driving high customer satisfaction and first-contact resolution.

Responsibilities

Customer Support & Technical Assistance

• 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.

System Navigation & Transaction Processing

• 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.

Policy Compliance & Product Knowledge

• 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.

Collaboration & Continuous Improvement

• 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.

Performance & Quality

• 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

Education & Experience

• 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.

Skills & Competencies

• 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.

Work Environment

• 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.

What You'll Bring to Tyler

• 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.