PT Software Support Representative

Software Support Plano, Texas


Description

Responsibilities  
 
The Software Support Representative must be able to:  
 
  • 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 system(s).  
  • Provides inbound phone, chat or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.  
  • Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.  
  • Work with clients on analysis, diagnostics and resolution of issues.  
  • Must be on the phone and available to help clients from start time through end time.  
  • Manage multiple customer issues in a fast paced organization and prioritize effectively.  
  • Continually develop product expertise by reviewing new functionality, testing product issues and utilizing internal resources.  
 
 
  • Utilize system tools to assist clients and resolve issues.  
  • Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).  
  • 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  
 
  • Associate degree or equivalent experience required; Bachelor’s degree preferred.  
  • One year of work experience in a customer service/technical support environment required.  
  • Exceptional customer service aptitude required.  
  • Experience working in a high volume call center is preferred.  
  • Ability to work in a team environment to collaborate on resolving issues.  
  • 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.  
  • Familiarity with legal terms and principles desired.  
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.  
  • Knowledge and understanding of software development tools a plus.  
  • Ability to travel (5%) preferred.  
 
  
 
Brief Description   
 
Provide software support for Tyler clients in the use, functionality, and understanding of our products. The Software Support Representative ensures timely resolution of easy-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.