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Job Description
Description
Tyler Technologies is a leading provider of software solutions and services for local governments, including property assessment, tax software and mass appraisal services. We have an opening for a Software Support Representative on our Enterprise Assessment & Tax team.
This role serves as the primary liaison between clients and internal teams and is responsible for intake and documentation of client issues, tracking progress, facilitating communication across teams without directly resolving technical or software problems. The role emphasizes client satisfaction, proactive communication, and continuous improvement of service delivery processes.
If you have the following competencies we want to talk to you:
- Strong desire to work with a team that has common goals
- Passion for helping clients and building rapport
- Desire to work in a fast-paced environment where every day offers diverse questions
- Excellence in interpersonal, organizational, and communication skills
Responsibilities
This position is 8am - 5pm EDT with a work arrangement of in-office Tuesday through Thursday and remote Monday and Friday.
- Serves as the primary contact person for a specific group of clients.
- Reviews clients’ support contracts and product and module licenses, as well as the scope of support services available to them.
- Understands and manages the process for handling support requests which fall outside the scope of a client’s contract.
- Responds promptly to client e-mail, voice mail, and issues submitted via the web portal.
- Creates electronic incidents of reported software issues after gathering all pertinent details from client.
- Tracks resolution progress of client incidents by monitoring internal reports and requesting updates from analysts and database technicians.
- Provides information on the availability of new releases, service packs, hot patches, and baseline fixes to the client and facilitates their delivery.
- Ensures that support actions on behalf of client align with client business processes/schedules and staff responsibilities.
- Creates incident status reports, facilitates conference calls, and provides documentation to clients as requested.
- Works with project managers to assist smooth transition from implementation to support.
- Partners with clients to seek optimum solutions for recurring software or work process issues.
- Supports other client managers, analysts, and developers by keeping client data on internal share sites up-to-date and via timely e-mail announcements.
- Communicates with clients frequently to ensure their satisfaction with service, to strengthen working relationships, and to increase Company awareness of the potential for additional sales opportunities.
- Prioritizes and establishes due dates for incident tickets per Tyler’s guidelines.
- Seeks additional information from clients to aid issue troubleshooting or determine if decisions have been made in order for analysts to move forward.
- Follows up with clients once a resolution is delivered to ensure that results provide acceptable resolution and then closes the incident.
Qualifications
- Bachelor’s degree in Business or related field. Equivalent work experience may substitute for degree requirement.
- A minimum of 3-5 years’ experience required in one or more of the following:
- Client relations, particularly in a technical environment
- Technical business analysis
- Exceptional interpersonal and negotiating skills
- Excellent decision making and problem solving skills
- Excellent organizational skills
- Excellent written and oral communication skills
- Facility with Microsoft Word, Microsoft Excel, and Microsoft Office Outlook or equivalent software
- Valid driver’s license issued by the state in which the employee lives
- Knowledge of state/county/municipal government property valuation/assessment or tax billing and collection in public or private sector is helpful
- Must be able to travel occasionally