Software Support Representative

Software Support Representative The nation's leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. Our electronic government solutions use technology to increase efficiency, reduce costs, and help make government interactions more accessible for everyone through ready access to relevant technology. Location Annapolis, Maryland Travel 0-5% 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 Customer Relationship Management system 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 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 Qualifications 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. This position allows both flexible and remote work opportunities with a minimum of 3 in-office days per week. State-Specific Salary Range Disclosure Requirements Salary will generally fall between $37,782 - $50,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible. Great Place to Work & Grow Your Career Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades. Taking Care of You & Your Family Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people. Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing View email address on click.appcast.io or by calling View phone number on click.appcast.io. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability. #J-18808-Ljbffr Tyler Technologies