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Customer Service Representative

Company: i3 Verticals, Inc.
Location: Sulphur Springs
Posted on: June 11, 2021

Job Description:

JOB TITLE: Customer Service Representative (Software Support)

DEPARTMENT: NET Data - Software Support

REPORTS TO: Director, Software Support

JOB LOCATION: Sulphur Springs, TX

TRAVEL: Required


The Customer Service Representative is responsible for handling an array of front-facing duties. Some of these tasks include interacting with customers over the phone, in person, and/or via email or other forms of written communication. In all interactions with the customer, the Customer Service Representative must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company either positively or negatively, so a great Customer Service Representative must add value to the organization.

The Customer Service Representative should provide a skilled problem solver ability. They should be an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem, while maintaining a calm and professional interaction.


  • Provide customer support and training for software applications, system hardware, and other troubleshooting both remotely and onsite, as needed
  • Responsible for notifying users and customers regarding the status of any outstanding issues
  • Monitor, update, and track issues within multiple ticketing systems
  • Create, maintain, or follow technical documentation on information systems and software application issues
  • Review and edit any new documentation for users, while assisting to keep existing documents up to date
  • Knowledge and enforcement of business security compliance and standards
  • Maintain technical knowledge by attending educational events and trainings
  • Adhere to all company policies and security standards
  • Maintain a high level of professionalism with clients and work to establish a positive rapport with the customer
  • Work directly with developers to resolve issues and create or improve functionality of the products
  • Conduct extensive data conversion validation & program testing for quality assurance
  • Provide in depth knowledge of products to potential customers during demonstration of product either remotely or onsite


  • High School diploma or equivalent
  • Working knowledge of Microsoft Word and Excel
  • Must be able to travel
  • Highly motivated and demonstrate initiative, self-discipline, a positive attitude, and attention to detail
  • Ability to manage multiple high priority initiatives
  • Excellent verbal and written communication skills
  • Detail-oriented and organizational skills


  • Strong communication and team collaboration skills both verbal and written
  • Demonstrate excellent customer service
  • Ability to adapt to changing business processes and technologies
  • Knowledge of remote assistance for troubleshooting issues
  • Working knowledge of IBM Power systems, Windows systems, and office applications
  • Proficient in troubleshooting of non-documented technical issues
  • Must be able to work independently as well as working in a team environment

Keywords: i3 Verticals, Inc., Tyler , Customer Service Representative, Other , Sulphur Springs, Texas

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