Tyler Technologies Careers

This is a pipeline requisition. 

Responsibilities  

• 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.