Software Support Specialist
Description
Provide software support for Tyler clients in the use, functionality, and understanding of our products and databases. The Software Support Specialist ensures the timely resolution of easy-to-moderate client software issues through data analysis and functionality troubleshooting using
multiple development tools, best practice communication, team-coordinated testing, and other available tools for resolving issues. The Software Sudaily is expected to continually grow and expand knowledge of the product. The Software Support Specialist is the face of Tyler Technologies when it comes to working with clients on a daily basis. As such, this position has an impact on client satisfaction, retention, and revenue growth. The ability to provide exceptional service will shape our clients' opinions of our products, services, and company. The Software Support Specialist is responsible for ensuring a positive overall support experience for our clients.
multiple development tools, best practice communication, team-coordinated testing, and other available tools for resolving issues. The Software Sudaily is expected to continually grow and expand knowledge of the product. The Software Support Specialist is the face of Tyler Technologies when it comes to working with clients on a daily basis. As such, this position has an impact on client satisfaction, retention, and revenue growth. The ability to provide exceptional service will shape our clients' opinions of our products, services, and company. The Software Support Specialist is responsible for ensuring a positive overall support experience for our clients.
Responsibilities
- Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
- Analyzes data reports, forms, and web technologies.
- Uses and programs SQL to resolve basic to moderate issues.
- Responsibly communicates to all parties involved in issue resolution to meet and manage
- client expectations.
- Uses Tyler’s client management system to create, track, and/or update details on the specifics
- of client issue(s).
- May assist with writing estimates for software modification specifications and documentation
- of support processes.
- May submit client issues to the development team for resolution as needed.
- Performs Quality Assurance testing for software module upgrades/changes. Analyzes results
- to ensure that software performs as required.
- May provide training to client end-users (typically via webinar).
- Creates or enhances documentation throughout the support process.
- Contributes to the company knowledge library and/or Tyler Community.
- May participate in Early Adopter activities.
- May participate in User Group meetings and activities.
- Commitment to expanding technological skills and knowledge of the Tyler products.
- Performs other duties as assigned.
- Communicate professionally, clearly, and appropriately with clients and coworkers.
- Determine the urgency of issues for each client and their placement in the prioritization of
- issues for their entire group of assigned clients.
- Solve problems effectively in an ever-evolving environment.
- Demonstrate proficient knowledge of support processes, problem management tools and
- procedures.
- Maintain an approachable and courteous demeanor in both verbal and written
- communication
- to ensure clients’ confidence in the organization.
- Maintain composure under pressure.
- Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines,
- company policies and contract specifications.
- Work effectively both independently and in a team-oriented environment.
- Assist other team members.
- Provide limited hardware and operating system support.
- Effectively utilize available resources.
- Accurately record all details and progress in incident tracking systems.
- Proactively improve knowledge and develop analytical and technical skills.
Qualifications
- Bachelor's degree in a related field or equivalent experience.
- A minimum of 12 months’ previous experience required in an Associate Software Support
- Specialist position, or in a position which demonstrates systems knowledge and experience.
- Excellent interpersonal skills.
- Effective decision making and problem-solving skills involving troubleshooting basic to
- moderate issues.
- Strong organizational skills.
- Effective analytical ability, particularly in a technical environment.
- Excellent written and verbal communication skills.
- Basic knowledge and understanding of database structures including fields, tables, views,
- database objects, etc.
- Experience working with relational databases or SQL preferred.
- Experience working with .NET framework (involving HTML, XSL, XML, and related
- technologies) preferred.
- Knowledgeable with Microsoft Office.
- Knowledge and understanding of software development tools a plus.
- Ability to travel preferred.