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Description

Responsibilities 

The Software Support Representative must be able to: 

  • Communicate professionally, clearly, and appropriately with clients and coworkers. 
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients. 
  • Solve problems effectively in an ever-evolving environment. 
  • Demonstrate proficient knowledge of support processes, problem management tools and procedures. 
  • Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization. 
  • Maintain composure under pressure. 
  • Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications. 
  • Work effectively both independently and in a team-oriented environment. 
  • Assist other team members. 
  • Provide limited hardware and operating system support. 
  • Effectively utilize available resources. 
  • Accurately record all details and progress in incident tracking system(s). 
  • Provides inbound phone, chat or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently. 
  • Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations. 
  • Work with clients on analysis, diagnostics and resolution of issues. 
  • Must be on the phone and available to help clients from start time through end time. 
  • Manage multiple customer issues in a fast paced organization and prioritize effectively. 
  • Continually develop product expertise by reviewing new functionality, testing product issues and utilizing internal resources. 
  • Utilize system tools to assist clients and resolve issues. 
  • Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s). 
  • May submit client issues to development team for resolution as needed. 
  • Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required. 
  • May provide training to client end-users (typically via webinar). 
  • Creates or enhances documentation throughout the support process. 
  • Contributes to company knowledge library and/or Tyler Community. 
  • May participate in User Group meetings and activities. 
  • Commits to expanding technological skills and knowledge of the Tyler products. 
  • Demonstrates 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. 
  • Performs other duties as assigned. 

Qualifications 

  • Associate degree or equivalent experience required; Bachelor’s degree preferred. 
  • One year of work experience in a customer service/technical support environment required. 
  • Exceptional customer service aptitude required. 
  • Experience working in a high volume call center is preferred. 
  • Ability to work in a team environment to collaborate on resolving issues. 
  • Excellent interpersonal skills. 
  • Effective decision making and problem solving skills involving troubleshooting basic to moderate issues. 
  • Strong organizational skills. 
  • Effective analytical ability, particularly in a technical environment. 
  • Excellent written and verbal communication skills. 
  • Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc. 
  • Familiarity with legal terms and principles desired. 
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems. 
  • Knowledge and understanding of software development tools a plus. 
  • Ability to travel (5%) preferred. 

Brief Description 

Provide software support for Tyler clients in the use, functionality, and understanding of our products. The Software Support Representative ensures timely resolution of easy-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.  

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Confirmed 6 hours ago. Posted 7 days ago.

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