Software Support Specialist

About the Role

Join Tyler Technologies as a Software Support Specialist, serving as the primary point of contact for customers using Tyler’s software solutions and web-based services. You will combine technical troubleshooting with strong customer service and operational accuracy to deliver timely, effective solutions and drive high customer satisfaction and first-contact resolution.

What You'll Do

• Serve as the primary point of contact for inbound and outbound calls, chats, and emails from customers using Tyler applications.

• Troubleshoot and resolve issues related to software functionality, login/access, billing, reservations, and general system usage.

• Ask insightful questions to diagnose customer needs and deliver accurate, effective solutions with a focus on first-call resolution.

• Handle complex or escalated cases with professionalism, empathy, and accountability.

• Utilize ticket systems, telephony tools, and Tyler platforms to manage and document customer interactions.

• Guide customers through transactions such as bookings, modifications, cancellations, and other system workflows.

• Accurately process agreements, payments, and sensitive data in compliance with company policies and security standards.

• Maintain detailed and accurate records of all customer interactions and resolutions.

• Adhere to Tyler Technologies’ business rules, client-specific requirements, and regulatory guidelines.

• Stay current on software updates, product enhancements, and evolving procedures.

• Provide clear, consistent, and accurate information aligned with Tyler’s standards and client expectations.

• Partner with internal teams to resolve complex issues, including technical defects, billing discrepancies, or policy clarifications.

• Share customer feedback and insights to improve processes, tools, and the overall customer experience.

• Adapt to new tools, processes, and responsibilities in a dynamic, evolving environment.

• Meet or exceed performance metrics for quality, productivity, and customer satisfaction.

• Manage time effectively while balancing multiple priorities in a fast-paced call center environment.

• What We're Looking For

• Associate or bachelor’s degree preferred, or equivalent combination of education and experience.

• Previous experience in a call center, customer service, or technical support environment preferred.

• Strong communication skills with the ability to explain technical concepts clearly and confidently.

• Excellent problem-solving and analytical thinking skills.

• Ability to navigate multiple systems and applications simultaneously with accuracy and efficiency.

• Strong attention to detail and adherence to processes and compliance requirements.

• Proficiency with Microsoft Office and general web/browser troubleshooting.

• Effective time management, multitasking, and organizational skills.

• Team-oriented mindset with adaptability and a positive attitude.

• Ability to work both in an office environment as well as remotely.

• Structured, performance-driven call center environment supporting Tyler clients.

• Ability to work scheduled shifts.

• A customer-first mindset and passion for helping others succeed.

• Ownership and accountability for each customer interaction from start to resolution.

• Professionalism, empathy, and a positive, solutions-oriented approach.

• A commitment to continuous learning and contributing to team success.

• Compensation & Benefits

• Competitive benefits to support health and financial wellness. Tyler emphasizes a great workplace and opportunities for growth.