Support Services Representative

The nation's leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. West Virginia-based subsidiary of the eGovernment firm Tyler Technology helps West Virginia government entities web-enable their information services. Our electronic government solutions utilize technology to enhance efficiency, lower costs, and make government interactions more accessible to everyone through easy access to relevant information and resources.

As a Support Services Representative, you will be interacting directly with our local and state partners as well as citizens utilizing the many online services we provide on behalf of the State of West Virginia. You will assist customers by investigating and reproducing errors, reporting software bugs, troubleshooting errors, and providing general support.

Location

Charleston, West Virginia

Travel

0-5%

Responsibilities

• Process a high volume 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 the Customer Relationship Management system
• 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.
• This position allows both flexible and remote work opportunities with a minimum of 2 in-office days per week.

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