Software Support Representative

4 weeks ago

Western Visayas Cadiz Philippines Tyler Technologies Full time
Description

This is a pipeline requisition.

Responsibilities

The Software Support Representative must be able to:

  • 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.
  • Demonstrate proficient knowledge of support processes, problem management tools and procedures.
  • Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients' confidence in the organization.
  • Maintain composure under pressure.
  • Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  • Work effectively both independently and in a team-oriented environment.
  • Assist other team members.
  • Provide limited hardware and operating system support.
  • Effectively utilize available resources.
  • 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.
  • Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
  • Work with clients on analysis, diagnostics and resolution of issues.
  • Must be on the phone and available to help clients from start time through end time.
  • Manage multiple customer issues in a fast paced organization and prioritize effectively.
  • Continually develop product expertise by reviewing new functionality, testing product issues and utilizing internal resources.
  • 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).
  • May submit client issues to development team for resolution as needed.
  • Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
  • May provide training to client end-users (typically via webinar).
  • Creates or enhances documentation throughout the support process.
  • Contributes to company knowledge library and/or Tyler Community.
  • May participate in User Group meetings and activities.
  • Commits to expanding technological skills and knowledge of the Tyler products.
  • Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
  • Performs other duties as assigned.

 

Qualifications

  • Associate degree or equivalent experience required; Bachelor's degree preferred.
  • One year of work experience in a customer service/technical support environment required.
  • Exceptional customer service aptitude required.
  • Experience working in a high volume call center is preferred.
  • Ability to work in a team environment to collaborate on resolving issues.
  • Excellent interpersonal skills.
  • Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment.
  • Excellent written and verbal communication skills.
  • Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
  • Familiarity with legal terms and principles desired.
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel (5%) preferred.

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