Job Description
Tyler Technologies is the nation’s leading Web Services and e-commerce company, currently seeking a Support Services Representative to join their team. The role involves interacting with local and state partners as well as citizens, assisting customers with inquiries related to online services, troubleshooting errors, and providing general support.
Responsibilities
- Process a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone and email conversations
- Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns
- Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in the Zendesk and JIRA systems
- Understand and determine the cause of problems quickly and apply the appropriate solution
- Review and process documents for compliance with established regulations
- Manage sensitive information securely and follow company policies and procedures
- Demonstrate commitment to customer satisfaction and interact with customers professionally and courteously at all times
- Solve technical problems with minimal supervision
- Navigate a computer effectively and learn to use and support multiple web-based systems quickly
- Provide accurate and complete information to meet customer needs and achieve satisfaction
- Work with the supervisor to stay updated on product knowledge, company policies, and procedures, and effectively handle changes in any of these areas
- Provide timely feedback to the supervisor regarding challenges or customer concerns
- Other duties as assigned
Skills
- High School Diploma and a minimum of one year of customer-facing work experience
- Excellent communication skills, including clear verbal and written abilities
- Strong organizational and prioritization skills
- Ability to multitask in a fast-paced environment to ensure timely follow-through
- Must have excellent problem-solving skills and a keen attention to detail
- Must be self-motivated and demonstrate initiative
- Ability to understand a variety of technologies and platforms
- Must be bilingual: English and Spanish
Company Overview
Company H1B Sponsorship
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