Support Services Representative

Software Support Columbia, South Carolina Overland Park, Kansas
Salary: USD 20.71 Hourly

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Description

The nation’s leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team.  South Carolina-based subsidiary of the eGovernment firm Tyler Technology helps South Carolina government entities web-enable their information services.  Our electronic government solutions leverage technology to enhance efficiency, reduce costs, and make government interactions more accessible to everyone by providing easy access to relevant information and resources.
 
As a Support Services Representative, you will interact directly with our local and state partners, as well as citizens, utilizing the many online services we provide on behalf of the State of South Carolina. You will assist customers by investigating and reproducing errors, reporting software bugs, troubleshooting errors, and providing general support.
 

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 Zendesk and JIRA systems

  • 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 the 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.
  • Bilingual: English and Spanish a plus
  • This position offers flexible and remote work opportunities with a minimum of 2 in-office days per week. 

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