Atlassian JIRA, Billing, Communication Skills, Corporate Policies, Cost Control, Customer Relations, Customer Satisfaction, Customer Support/Service, Detail Oriented, English Language, Establish Priorities, Follow Through, Government, High School Diploma, Internet/Online Service, Multilingual, Multitasking, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Regulatory Compliance, Software Administration, Software Debugging, Spanish Language, Time Management, Track Customer Issues, Web Services, Writing Skills, ZenDesk, eCommerce
Description
The nations leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. South Carolina-based subsidiary of the eGovernment firm Tyler Technology helps South Carolina government entities web-enable their information services. Our electronic government solutions utilize technology to enhance efficiency, lower costs, and make government interactions more accessible to everyone through easy access to relevant information and resources.
As a Support Services Representative, you will be interacting directly with our local and state partners as well as citizens utilizing the many online services we provide on behalf of the State of South Carolina. You will assist customers by investigating and reproducing errors, reporting software bugs, troubleshooting errors, and providing general support.
Responsibilities
- Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone and email 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 Zendesk and JIRA systems.
- 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 follow 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 web-based systems quickly.
- Provide accurate and complete information to meet customer needs and achieve satisfaction.
- Work with the 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 customer-facing work experience.
- Excellent communication skills, including clear verbal and written abilities.
- Strong organizational and prioritization skills.
- Ability to multitask in a fast-paced environment to ensure timely follow-through.
- Must have excellent problem-solving skills and a keen attention to detail.
- Must be self-motivated and demonstrate initiative.
- Ability to understand a variety of technologies and platforms.
- Must be bilingual: English and Spanish.
This position allows both flexible and remote work opportunities with a minimum of 2 in-office days per week.
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Tyler Technologies Inc
Founded in 1966 and based in Plano, Texas, Tyler Technologies is the largest national provider of integrated software systems and information technology services exclusively focused on the public sector. Simply put — Tyler empowers people who serve the public.
We devote all of our time, energy and resources to help local governments and school districts become more efficient, accessible and responsive. At more than 11,000 local government offices in all 50 states, Canada, the Caribbean, the United Kingdom and other international locations, our clients can attest to our ability to fulfill this promise.
Tyler delivers an expansive portfolio of software and service solutions designed to automate mission-critical public sector operations, including:
State & Local Government Solutions
- ERP | Financial
- Courts & Justice
- Appraisal & Tax
- Records & Documents
- Planning, Permitting & Licensing
- Public Safety
School Solutions
- Student Management
- Financial
Our commitment goes well beyond delivering solutions that work for our public sector clients. It’s also about consistently delivering value for our employees and shareholders.
Working With Us
Working at Tyler means you are part of a vibrant community of professionals who care about their clients as much as they care about each other. We work closely, sharing knowledge and inspiring each other to learn and grow so that we can continually improve service to our clients. When you work at Tyler, you receive benefits that support your health and well-being. Our comprehensive offering was created to accommodate the diverse lifestyles of our staff.
Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.
2,500 to 4,999 employees
Accounting and Auditing Services