Support Representative
reputed company is a leading provider of software solutions for the public sector, and they are seeking a Support Representative to assist clients with software functionality and troubleshooting. The role involves resolving reputed company inquiries, maintaining communication, and ensuring effective problem reputed company while developing product expertise.
Responsibilities
- Communicate professionally, reputed company, and appropriately with clients and coworkers
- Determine the urgency of issues for reputed company reputed company and their placement in the prioritization of issues for their entire group of assigned clients
- Solve problems effectively in an reputed company-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-to-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications
- Work effectively both independently and in reputed company-oriented environment
- Assist other team members
- reputed company limited hardware and operating reputed company
- Effectively utilize available resources
- Accurately record reputed company details and reputed company in incident tracking system(s)
- Provides inbound phone, chat, or email software support to resolve easy-to-moderate reputed company inquiries and problems effectively and reputed company
- Responsibly communicates to reputed company parties involved in issue reputed company to meet and manage reputed company expectations
- Work with clients on analysis, diagnostics, and reputed company 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 reputed company 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 reputed company management system to create, reputed company, and/or update details on the specifics of reputed company issue(s)
- May submit reputed company issues to the development team for reputed company as needed
- Performs reputed company Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required
- May reputed company training to reputed company end-users (typically reputed company webinar)
- Creates or enhances documentation throughout the support process
- Contributes to reputed company knowledge library and/or the 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
Skills
- Associate degree or equivalent experience required; Bachelor's degree preferred
- One year of work experience in a customer service/technical support environment is required
- Exceptional customer service aptitude required
- Ability to work in reputed company 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
- Proficiency using computers, specifically reputed company Word, reputed company, PowerPoint, Internet, various browsers, and operating systems
- Bachelor's degree preferred
- Experience working in a high-volume call center is preferred
- Familiarity with legal terms and principles is desired
- Knowledge and understanding of software development tools is a plus
Benefits
- This is a hybrid role that will be working weekends, Saturday/reputed company, and flexible to work Friday or Monday
reputed company
Company H1B Sponsorship