Support Services Representative

The Support Services Representative is required to solve problems, ask probing questions to understand the customer’s inquiry, and achieve a high first-call-resolution percentage. Specifically, this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based services, login issues, and answering questions about federal government programs. This position is also responsible for accurately processing incoming agreements, securely handling billing information, and other duties as assigned.

Arlington, Virginia

0-5%

• Processing of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat 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 Customer Relationship Management system
• Understand and determine the cause of problems quickly and apply the proper solution
• Review and process documents for compliance with established regulations
• Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures
• Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner
• 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 supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas
• Compile and report feedback on customer satisfaction
• Other Responsibilities Assigned by Manager

• Undergraduate/associate degree or minimum two years of related work experience
• Outstanding verbal and written communications skills
• Strong analytical thinking and problem-solving skills
• Understanding of Microsoft Office Applications
• Strong organizational and prioritization skills
• Knowledge of payment processing and/or knowledge of financial reporting a plus
• Willingness to define new operational processes or procedures when the customer service team must take on new operational duties
• Works well with others in a team environment
• Strong phone handling skills and active listening
• Ability to multi-task, prioritize and manage time effectively
• Exceptional communication and public relations skills with strong phone/email contact abilities
• Active listener who can quickly discern customer’s needs
• Preferred experience with month-end close, CDB billing, and invoice procedures
• Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances
• Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment

Salary will generally fall between $33,600 - $70,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

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Requisition Number:

#LI-Hybrid

#LI-SB1

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require…