Software Support Associate

Software Support Troy, Michigan


Description

Position Summary

The main responsibilities of the Operations Support Associate are to provide help desk support, software training, and consulting services to end users of Tyler Technologies’ MobileEyes software products. 

Secondary responsibilities include software testing and data loading and implementation tasks for new MobileEyes customers.

 

Position Responsibilities

  • Provide Level One help desk support.  This involves handling “how to…” questions from users, diagnosing software problems, and escalating support tickets to programmers.
  • Teach MobileEyes product training courses to customers.  This consists of delivering web-based and on-site training to small groups of customers throughout North America. 
  • Provide consulting services to customers.  This consists of working with customers to identify how to best use their MobileEyes software.  It also involves helping customers redesign their business processes so they can maximize the benefit of their new MobileEyes software.
  • Perform software testing for software upgrades and new product releases.
  • Execute the MobileEyes Implementation Process for new customers.  This involves working with new customers and with the MobileEyes Operations Team to perform the various steps required to implement a new customer including software setup and data loading using Microsoft Excel.
  • Provide support to the company’s Sales and Product Development functions.  This consists of delivering software demonstrations to sales prospects over the internet and setting up focus groups that contribute to ongoing product development. 

 

Required Technical Knowledge, Skills, and Abilities

  • High level of proficiency with Microsoft Office applications, especially Microsoft Excel.
  • A high degree of comfort and skill with the internet, smart phones, tablets, and PCs.
  • Proficient keyboarding skills for entering help desk tickets, emailing customers, etc.
  • Proficiency in HTML and Microsoft Access is not required, but is a plus.

 

Required Non-Technical Knowledge, Skills, and Abilities

  • Excellent active listening and personal interviewing skills.
  • Strong customer support and troubleshooting capabilities.
  • A high level of written, spoken, and interpersonal communication skills.
  • Demonstrated organizing, planning and follow-up skills.
  • Teaching or training experience is not required but is preferred.
  • Ability to work independently with minimal oversight.
  • Ability and willingness to travel on average 4 days per month.  (No travel until Covid-19 restrictions are lifted.)
  • An “ownership” mentality.  Ability to approach your work with complete responsibility and accountability as if you owned the company.