Software Support Representative, eFile & Serve (Manila)

Software Support Bonifacio Global City, Philippines




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 chat and 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 logged into Zendesk 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.

  • 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.



  • 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.