Customer Service Representative

Our disability and benefits solutions help programs and agencies quickly get benefits into the hands of those who need it most, all while lowering cost and streamlining the process.

Public sector agencies manage a variety of complex, mission-critical tasks each day from monitoring the city budget and generating payroll for municipal employees to collecting revenues from citizens and generating utility bills. Our ERP financial solutions are designed to manage public sector core business functions no matter the size or complexity of the organization from small towns to large cities and counties.

Instant access to the tools you need to tackle your most complex recording challenges in a single, secure, and unified system. Youll save time, increase efficiency, and provide the unparalleled level of customer service your constituents expect and deserve.

Tylers public safety solutions improve situation awareness and enhance safety and productivity for public safety professionals. Weve drawn from our extensive experience to design, develop, deliver and support integrated software solutions to meet each agencys unique needs.

**Customer Service Representative**

The NIC Division of Tyler Technologies is currently seeking a Customer Service Representative for our NIC Alabama team, located in Montgomery, AL. NIC Alabama serves state and local agencies by partnering with them to provide new and innovative online government services.

As a Customer Service Representative, you will be interacting directly with citizens utilizing the many online services we provide on behalf of the State of Alabama. You will assist customers in completing those applications, help investigate and reproduce errors, report software bugs, troubleshoot errors, and provide general support.

** Location Montgomery, Alabama Travel 0-5% Responsibilities**

* Provide customer service for complex Internet and e-commerce products and services.

* Support customer service for state agencies, association members, and citizens utilizing our products.

* Answer customer service phone calls, emails, and live chat.

* Provide additional information and troubleshooting errors as they relate to services.

* Generate responses and clearly communicate to customers.

* Responsible for entering, maintaining, and updating customer information.

* Identify customer service trends and areas of improvement and make recommendations to the Operations team to improve the customer experience.

* Pull reports as requested by management.

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**Qualifications**

* Undergraduate degree or related work experience.

* Outstanding communications and public relations skills.

* Excellent customer service skills, including clear verbal and written abilities.

* Strong organizational and prioritization skills.

* Desire to work in a fast-paced, entrepreneurial environment, where self-directed work is encouraged.

* Minimum of two years job-related experience in place of an undergraduate degree.

* This position allows both flexible and fully remote work opportunities. However, applicants should be located within Alabama.

**Taking Care of You & Your Family**

Your health and well-being are important to us. Thats why we invest in our team members by offering competitive benefits to support their health and financial wellness. .

**Meaningful Work, Valuable Benefits**

To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.

**Accessibility Statement****Compliance status** We firmly believe that the internet should be available and accessible to anyone and are committed to providing a website that is accessible to the broadest possible audience, regardless of ability.

To fulfill this, we aim to adhere as strictly as possible to the World Wide Web Consortiums (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA level. These guidelines explain how to make web content accessible to people with a wide array of disabilities. Complying with those guidelines helps us ensure that the website is accessible to blind people, people with motor impairments, visual impairment, cognitive disabilities, and more.

This website utilizes various technologies that are meant to make it as accessible as possible at all times. We utilize an accessibility interface that allows persons with specific disabilities to adjust the websites UI (user interface) and design it to their personal needs.

Additionally, the website utilizes an AI-based application that runs in the background and optimizes its accessibility level constantly. This application remediates the websites HTML, adapts its functionality and behavior for screen-readers used by blind users, and for keyboard functions used by individuals with motor impairments.

If you wish to contact the websites owner please use the website's form

**Screen-reader and keyboard navigation** Our website implements the ARIA attributes (Accessible Rich Internet Applications) technique, alongside various behavioral changes, to ensure blind users visiting with screen-readers can read, comprehend, and enjoy the websites functions. As soon as a user with a screen-reader enters your site, they immediately receive a prompt to enter the Screen-Reader Profile so they can browse and operate your site effectively. Heres how our website covers some of the most important screen-reader requirements:

- **Screen-reader optimization:** we run a process that learns the websites components from top to bottom, to ensure ongoing compliance even when updating the website. In this process, we provide screen-readers with meaningful data using the ARIA set of attributes. For example, we provide accurate form labels; descriptions for actionable icons (social media icons, search icons, cart icons, etc.); validation guidance for form inputs; element roles such as buttons, menus, modal dialogues (popups), and others.

Additionally, the background process scans all of the websites images. It provides an accurate and meaningful image-object-recognition-based description as an ALT (alternate text) tag for images that are not described. It will also extract texts embedded within the image using an OCR (optical character recognition) technology. To turn on screen-reader adjustments at any time, users need only to press the Alt+1 keyboard combination. Screen-reader users also get automatic announcements to turn the Screen-reader mode on as soon as they enter the website.

These adjustments are compatible with popular screen readers such as JAWS, NVDA, VoiceOver, and TalkBack.

- **Keyboard navigation optimization:** The background process also adjusts the websites HTML and adds various behaviors using JavaScript code to make the website operable by the keyboard. This includes the ability to navigate the website using the Tab and Shift+Tab keys, operate dropdowns with the arrow keys, close them with Esc, trigger buttons and links using the Enter key, navigate between radio and checkbox elements using the arrow keys, and fill them in with the Spacebar or Enter key.

Additionally, keyboard users will find content-skip menus available at any time by clicking Alt+2, or as the first element of the site while navigating with the keyboard. The background process also handles triggered popups by moving the keyboard focus towards them as soon as they appear, not allowing the focus to drift outside.

Users can also use shortcuts such as M (menus), H (headings), F (forms), B (buttons), and G (graphics) to jump to specific elements.

**Disability profiles supported on our website**

* **Epilepsy Safe Profile:** this profile enables people with epilepsy to safely use the website by eliminating the risk of seizures resulting from flashing or blinking animations and risky color combinations.

* **Vision Impaired Profile:** this profile adjusts the website so that it is accessible t