Software Support Representative

Location

Plano, Texas

Responsibilities

• 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.