The Software Support Representative is needed to provide inbound phone, chat, or email software support to resolve client inquiries and problems effectively and efficiently, ensuring client confidence and managing expectations.
Requirements
- Demonstrate proficient knowledge of support processes, problem management tools and procedures.
- Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
- Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
- Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
- Knowledge and understanding of software development tools a plus.
- Continually develop product expertise by reviewing new functionality, testing product issues and utilizing internal resources.
- Commits to expanding technological skills and knowledge of the Tyler products.
Responsibilities
- Provide limited hardware and operating system support.
- Accurately record all details and progress in incident tracking system(s).
- Provides inbound phone, chat or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
- Work with clients on analysis, diagnostics and resolution of issues.
- Utilize system tools to assist clients and resolve issues.
- Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
- Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
Other
- 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 ever-evolving environment.
- Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
- Maintain composure under pressure.
