Software Support Specialist

Software Support Lakewood, Colorado United States


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 Early Adopter activities. 
  • 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. 
  • 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. 

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