Software Support Representative

About the Role The Software Support Representative provides inbound phone, chat, and email software support to Tyler clients, helping diagnose issues, provide timely resolutions, and manage client expectations. Based in Manila, Philippines, this role emphasizes applying product knowledge, using problem management tools, and maintaining professional communication to ensure client confidence and satisfaction. What You'll Do

• Communicate professionally, clearly, and appropriately with clients and coworkers.
• Determine the urgency of issues and prioritize for the entire group of assigned clients.
• Troubleshoot and resolve easy-to-moderate issues using established guidelines, policies, and contract specifications.
• Maintain incident records in the tracking system and accurately log all details and progress.
• Provide inbound phone, chat, or email software support to resolve client inquiries efficiently.
• Manage multiple client issues in a fast-paced environment and prioritize effectively.
• Work independently and in a team, assist other team members, and escalate to development when needed.
• Perform QA testing for software module upgrades/changes and analyze results.
• May train client end-users (typically via webinar) and create or enhance documentation.
• Contribute to the company knowledge library and the Tyler Community; participate in User Group meetings as applicable.
• Use Tyler’s client management system to create, track, and update issue details; communicate status to all parties involved.
• Be available on the phone from start to end time to help clients.
• Continually develop product expertise by reviewing new functionality and testing issues. What We're Looking For
• Associate degree or equivalent experience required; Bachelor’s degree preferred.
• One year of experience in a customer service/technical support environment.
• Exceptional customer service aptitude; ability to work in a high-volume call center is preferred.
• Excellent interpersonal, written, and verbal communication skills.
• Strong problem-solving and analytical abilities; effective decision-making in troubleshooting.
• Strong organizational skills; ability to manage multiple tasks.
• Basic knowledge of database structures and familiarity with MS Word, Excel, PowerPoint, Internet, browsers, and operating systems.
• Familiarity with legal terms and principles is desired.
• Knowledge of software development tools is a plus. Nice to Have
• Experience with Tyler products or related certifications (not required). Compensation & Benefits
• The posting notes meaningful work and a wide range of benefits to support overall wellness of employees and eligible dependents; specific details are not listed in the posting.