{"schemaVersion":"jobsearcher.job.v1","id":"d95f3ea4ee4ff1c6cc31c7f6","url":"https://jobsearcher.com/jobs/d95f3ea4ee4ff1c6cc31c7f6","canonicalUrl":"https://jobsearcher.com/jobs/d95f3ea4ee4ff1c6cc31c7f6","title":"Support Representative","description":"The Software Support Representative will provide software support for Tyler clients in the use, functionality, and understanding of our products. The Software Support Representative ensures the timely resolution of easy-to-moderate client software issues through data analysis and functionality troubleshooting using multiple development tools, best-practice communication, team-coordinated testing, and other available tools for resolving issues.\n\nThis is a hybrid role that will be working weekends, Saturday/Sunday, and flexible to work Friday or Monday\n\nResponsibilities\nThe Software Support Representative must be able to:\nCommunicate professionally, clearly, and appropriately with clients and coworkers.\nDetermine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.\nSolve problems effectively in an ever-evolving environment.\nDemonstrate proficient knowledge of support processes, problem management tools, and procedures.\nMaintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.\nMaintain composure under pressure.\nResolve issues of easy-to-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.\nWork effectively both independently and in a team-oriented environment.\nAssist other team members.\nProvide limited hardware and operating system support.\nEffectively utilize available resources.\nAccurately record all details and progress in incident tracking system(s).\nProvides inbound phone, chat, or email software support to resolve easy-to-moderate client inquiries and problems effectively and efficiently.\nResponsibly communicates to all parties involved in issue resolution to meet and manage client expectations.\nWork with clients on analysis, diagnostics, and resolution of issues.\nMust be on the phone and available to help clients from start time through end time.\nManage multiple customer issues in a fast-paced organization and prioritize effectively.\nContinually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.\nUtilize system tools to assist clients and resolve issues.\nUses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).\nMay submit client issues to the development team for resolution as needed.\nPerforms Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.\nMay provide training to client end-users (typically via webinar).\nCreates or enhances documentation throughout the support process.\nContributes to the company knowledge library and/or the Tyler Community.\nMay participate in User Group meetings and activities.\nCommits to expanding technological skills and knowledge of the Tyler products.\nDemonstrates 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.\nPerforms other duties as assigned.\n\nQualifications\nAssociate degree or equivalent experience required; Bachelor’s degree preferred.\nOne year of work experience in a customer service/technical support environment is required.\nExceptional customer service aptitude required.\nExperience working in a high-volume call center is preferred.\nAbility to work in a team environment to collaborate on resolving issues.\nExcellent interpersonal skills.\nEffective decision-making and problem-solving skills involving troubleshooting basic to moderate issues.\nStrong organizational skills.\nEffective analytical ability, particularly in a technical environment.\nExcellent written and verbal communication skills.\nBasic knowledge and understanding of database structures, including fields, tables, views, database objects, etc.\nFamiliarity with legal terms and principles is desired.\nProficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers, and operating systems.\nKnowledge and understanding of software development tools is a plus.","company":"Tylertechnologies29572f8","rawCompany":"tylertechnologies29572f8","city":"Plano","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-09-06T14:00:16.538Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Representative","description":"The Software Support Representative will provide software support for Tyler clients in the use, functionality, and understanding of our products. The Software Support Representative ensures the timely resolution of easy-to-moderate client software issues through data analysis and functionality troubleshooting using multiple development tools, best-practice communication, team-coordinated testing, and other available tools for resolving issues.\n\nThis is a hybrid role that will be working weekends, Saturday/Sunday, and flexible to work Friday or Monday\n\nResponsibilities\nThe Software Support Representative must be able to:\nCommunicate professionally, clearly, and appropriately with clients and coworkers.\nDetermine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.\nSolve problems effectively in an ever-evolving environment.\nDemonstrate proficient knowledge of support processes, problem management tools, and procedures.\nMaintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.\nMaintain composure under pressure.\nResolve issues of easy-to-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.\nWork effectively both independently and in a team-oriented environment.\nAssist other team members.\nProvide limited hardware and operating system support.\nEffectively utilize available resources.\nAccurately record all details and progress in incident tracking system(s).\nProvides inbound phone, chat, or email software support to resolve easy-to-moderate client inquiries and problems effectively and efficiently.\nResponsibly communicates to all parties involved in issue resolution to meet and manage client expectations.\nWork with clients on analysis, diagnostics, and resolution of issues.\nMust be on the phone and available to help clients from start time through end time.\nManage multiple customer issues in a fast-paced organization and prioritize effectively.\nContinually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.\nUtilize system tools to assist clients and resolve issues.\nUses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).\nMay submit client issues to the development team for resolution as needed.\nPerforms Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.\nMay provide training to client end-users (typically via webinar).\nCreates or enhances documentation throughout the support process.\nContributes to the company knowledge library and/or the Tyler Community.\nMay participate in User Group meetings and activities.\nCommits to expanding technological skills and knowledge of the Tyler products.\nDemonstrates 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.\nPerforms other duties as assigned.\n\nQualifications\nAssociate degree or equivalent experience required; Bachelor’s degree preferred.\nOne year of work experience in a customer service/technical support environment is required.\nExceptional customer service aptitude required.\nExperience working in a high-volume call center is preferred.\nAbility to work in a team environment to collaborate on resolving issues.\nExcellent interpersonal skills.\nEffective decision-making and problem-solving skills involving troubleshooting basic to moderate issues.\nStrong organizational skills.\nEffective analytical ability, particularly in a technical environment.\nExcellent written and verbal communication skills.\nBasic knowledge and understanding of database structures, including fields, tables, views, database objects, etc.\nFamiliarity with legal terms and principles is desired.\nProficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers, and operating systems.\nKnowledge and understanding of software development tools is a plus.","datePosted":"2026-09-06T14:00:16.538Z","dateModified":"2026-09-06T14:00:16.538Z","hiringOrganization":{"@type":"Organization","name":"Tylertechnologies29572f8","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Plano","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d95f3ea4ee4ff1c6cc31c7f6"},"url":"https://jobsearcher.com/jobs/d95f3ea4ee4ff1c6cc31c7f6"}}