Support Services Representative

Job title: Support Services Representative in USA at Tyler Technologies

Company: Tyler Technologies

Job description: DescriptionThe Customer Support Representative (CSR) is required to solve problems, ask probing questions to understand the customer’s inquiry, and achieve a high first-call-resolution percentage. Specifically, this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based services, login issues, and answering questions about government programs. This position is also responsible for accurately processing incoming agreements, securely handling billing information, and other duties as assigned.Responsibilities

• Processing of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat 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 Customer Relationship Management system.


• Understand and determine the cause of problems quickly and apply the proper solution.


• Review and process documents for compliance with established regulations


• Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures.


• Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner.


• 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 supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas.


• Compile and report feedback on customer satisfaction


• Other Responsibilities Assigned by Manager

• Undergraduate/associate degree or minimum two years of related work experience


• Outstanding verbal and written communications skills


• Strong analytical thinking and problem-solving skills


• Well versed in Internet usage including various browsers, settings, and maintenance


• Understanding of Microsoft Office Applications


• Strong organizational and prioritization skills


• Knowledge of payment processing and/or knowledge of financial reporting a plus


• Willingness to define new operational processes or procedures when the customer service team must take on new operational duties.


• Works well with others in a team environment.


• Strong phone handling skills and active listening


• Ability to multi-task, prioritize and manage time effectively.


• Exceptional communication and public relations skills with strong phone/email contact abilities


• Active listener who can quickly discern customer’s needs.


• Preferred experience with month-end close, CDB billing, and invoice procedures.


• Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances.


• Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment.

Expected salary:

Location: USA

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