Software Support Specialist

Software Support Moraine, Ohio


Description

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 User Group meetings and activities.
  • Commits to expanding technological skills and knowledge of the Tyler products.
  • Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
  • Performs other duties as assigned.

Qualifications

  • 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.
  • 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.
  • 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.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel preferred.

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