Tyler Technologies Careers

Description

Looking for a meaningful way to apply your education in Accounting or Finance? Come and join our team of intelligent and motivated support professionals at Tyler Technologies. In this challenging role, you will assist our clients all over the country with their New World ERP Suite. Tyler Technologies is a leading provider of end-to-end information management solutions and services for local governments. Tyler partners with clients to empower the public sector — cities, counties, schools and other government entities — to become more efficient, more accessible and more responsive to the needs of citizens.

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 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 company knowledge library and/or Tyler Community.
• May participate in Early Adopter activities.
• May participate in User Group meetings and activities.
• 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.
• Accurately record all details and progress in incident tracking system(s).
• Proactively improve knowledge and develop analytical and technical skills.
  

Qualifications

• Knowledge in an HR/Payroll and/or Accounting field preferred 
• Bachelor's degree in 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.