Support Services Coordinator

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TYLER TECHNOLOGIES INC
Full Time

Job Description

SUMMARY

Responsible for the day-to-day operations related to Texas.gov Citizens, Businesses, and Customers utilizing Texas.gov applications and services. This position is full time with primary hours between 8:00AM -5:00PM. Employee will participate in a 24x7 on-call schedule. In addition to technical skills and aptitude, this position will require strong customer service, excellent communication (both written and oral) and problem-solving skills in order to manage the full lifecycle of an IT Incident and ensure the best possible level of service quality and availability are maintained.

KEY RESPONSIBILITIES

  • Provide first and single point of contact for Texas Payment Services related issues for Customers throughout the entire lifecycle of a Service Request with the primary goal of restoring regular service as quickly as possible
  • Proactively manage Partner (e.g., account management) by facilitating and/or attending regular service review and acting as a liaison for issues with the internal technical teams, as required
  • Independently respond to incoming Incidents and Service Requests via ServiceNow Tickets, phone, email, and DIR/MSI escalation
  • Perform troubleshooting, mitigation and root cause analysis providing frontline resolution
  • Provide workarounds or escalate to Level 2 / Technical Support Teams according to defined procedures
  • Monitor overall queue activity, ensure active movement of issues and escalate to Manager
  • Record, categorize, prioritize, and close Incident and Service Requests using the ServiceNow Service Desk ticketing system while keeping users informed of progress
  • Responsible for communicating Incidents and Impairments with various groups, internally and externally, at the onset of an Incident, during and at the conclusion
  • Fulfill reporting obligations by drafting Incident Reports and summaries, as needed
  • Participate in on-call rotation (approximately one week per month) by carrying 24x7 cell phone


QUALIFICATIONS

  • Previous experience in a technical support role
  • Organization and time management skills
  • Excellent troubleshooting skills
  • Excellent written and verbal communications skills
  • Prior accounting experience preferred, specifically, the Uniform Statewide Accounting System (USAS)
  • Basic understanding of eCommerce transactions financial flow
  • Maintain a positive, approachable attitude that combines exceptional service with user education and empowerment
  • Strong work ethic
  • Able to self-manage priorities effectively and be at ease with multitasking


Location

Austin, Texas

Travel

0-5%

Great Place to Work & Grow Your Career

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 .

Taking Care of You & Your Family

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 .

Apply Online

Requisition Number:2021-1517

#DICENIC
Tyler Technologies is proud to be an affirmative action / 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, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.


Company Information

At Tyler, we empower the people who serve the public by providing local governments and school districts with innovative, fully integrated software and services. In fact, we devote all our time, energy and resources to help local governments and school districts become more efficient, accessible and responsive to the needs of their constituents. Our comprehensive software solutions span the full range of mission-critical services that government entities address every day.
Dice Id : 10180326
Position Id : 2021-1517
Originally Posted : 9 months ago

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