Overview In this hybrid role, you will support Tyler clients by addressing easy-to-moderate software issues through analysis and troubleshooting. You'll collaborate with cross-functional teams to resolve problems and ensure client confidence through clear communication. Your work helps clients adopt Tyler products effectively and maintain smooth operations. This position offers exposure to product expertise, incident management, and potential training opportunities, within a high-volume support context.
Responsibilities- Provide inbound support via phone, chat, or email to resolve client inquiries and issues efficiently
- Assess issue urgency and prioritize for groups of clients
- Diagnose problems and perform troubleshooting using established guidelines and policies
- Maintain professional, courteous communication to build client trust
- Record all incident details in the tracking system(s) and update progress
- Work independently and in teams to resolve issues and assist colleagues
- Offer limited hardware/OS support and utilize available resources
- Collaborate with clients on analysis, diagnostics, and resolution
- Perform QA testing for software module upgrades and assess results
- Create or enhance product documentation and contribute to knowledge libraries
- Stay current on product functionality and internal resources
- May provide client training and participate in user group activities
- Adhere to company policies and complete other assigned duties
Key requirements- Associate degree or equivalent experience (Bachelor's preferred)
- 1 year of customer service/technical support experience
- Exceptional customer service aptitude
- Experience in a high-volume call center preferred
- Strong teamwork and collaboration skills
- Excellent written and verbal communication
- Good problem-solving and troubleshooting abilities for basic to moderate issues
- Basic knowledge of database structures
- Proficiency with Microsoft Word, Excel, PowerPoint, browsers, and operating systems
- Knowledge or familiarity with software development tools a plus
- customer-focused
- problem-solving
- strong communication
- database basics
- Microsoft Word
- Excel
