Application Support Specialist (VERSA)

Software Support Toronto, Ontario


Description

The Software Support Specialist is the main point of contact between the client and Tyler.  They are responsible for the operational relationship with the client and will become a subject matter expert on clients’ implementations of our public sector licensing & regulatory COTS software.  The Software Support Specialist serves as the client advocate to escalate and resolve issues to the satisfaction of the client and will play an integral role in the client account team activities along with the other members of the Regulatory Business Unit.  

Responsibilities: 

  • Timely response to client’s email, ticket portal, or telephone inquiries and requests for assistance with a regulatory licensing solution suite
  • Monitoring status of new and ongoing support requests to ensure contractual and/or agreed response, update, and resolution timelines are met
  • Demonstrating and applying an ever-growing knowledge of regulatory licensure business practice and products in the processes of
    • defect troubleshooting, documentation, and resolution
    • responding to inquiries about the functionality of the solution
    • requirements gathering
    • process re-engineering
    • solution configuration
    • quality assurance testing of software fixes and enhancements
    • deployment of software updates/release and data remediation
    • training
    • issues tracking and status reporting (through correspondence and client meetings)
  • Participation in the software implementation process when applicable
  • Facilitating effective communication between the client and the development group involves interfacing with Tyler Technologies and client management, operations, and technical personnel
  • Working with the client and Tyler Technologies technical resources to troubleshoot, fully define and address and resolve client needs and issues
  • Effectively communicating the ongoing status of reported support requests to the Federal Division management and designated client contact(s)
  • Facilitating the increase of recurring revenue through need identification and upselling of additional support services and product customization
  • Proactively monitoring the client’s environment, keeping the client informed of any issues or patterns that could cause problems, and providing/communicating solutions to correct the issue
  • Participating as part of a pool of Software Support Specialists to provide support to other clients should a primary assigned Software Support Specialist be off or unavailable. All Software Support Specialists will be involved on a rotational basis to provide on-call support outside normal business hours
  • Potentially traveling to client locations for on-site visits
  • Special projects are based on the individual aptitudes and interests of the selected candidate.  It is our objective to use the Software Support Specialist role as a training ground for product experts and future managers and like our team members to build up a broad range of skills. This is a hands-on job involving the expectation that staff will, with some independence and autonomy, become subject matter and product experts

Qualifications:

  • Excellent written and spoken English language skills, with the ability to communicate professionally
  • Ability to read, analyze, and interpret technical procedures or governmental regulations 
  • Ability to clearly and concisely write business correspondence, business requirements, issue replication documentation, quality assurance testing documentation, and resolution procedures
  • Strong analytical, problem-solving, communication, and interpersonal skills with attention to detail
  • Capability to – and a strong level of comfort with - effectively presenting information and responding to questions from managers, business and technical staff, and clients
  • Ability to work on multiple projects simultaneously
  • Strong organizational skills with the ability to prioritize and manage multiple competing priorities
  • Strong documentation skills
  • Ability and enthusiasm to learn quickly
  • Self-motivated, high-energy, independent worker, and strong team member
  • Focus on problem resolution rather than just problem identification. Creativity and critical thinking are required
  • Experience with current office tools for project planning, word processing, spreadsheets, presentations, and email required
  • Willingness to work extra hours to meet client deadlines
  • Bachelor’s degree in Computer Science, Engineering, Business Administration, Science, Economics, Mathematics, or similar field of study
  • Some technical background ideally involving at least familiarity with SQL with one or more RDB platforms, while not required, would be a strong asset
  • 2+ years of continued client service experience in proprietary products preferred
  • Soft skills training and/or experience are a strong plus
  • Canadian citizenship or Permanent Residency
  • The ability to travel within the U.S and to Canada may be required
  • Flexibility to perform some shift and on-call work as required