Associate Software Support Specialist
Description
Do you possess a passion for people and technological affinity? Are you looking for a challenging career with significant growth potential? Join the Tyler Technologies team! We are looking for tech-savvy problem solvers to provide consultative support in an entry-level software support role. Support representatives assist municipalities nationwide in the operation and understanding of our ERP Pro software.
This is an entry-level position with a lot of room for career growth. This role provides software support for Tyler clients in the use, functionality, and understanding of our property tax products.
Responsibilities
- Strong desire to work with a team that has common goals
- Passion for helping clients and building rapport
- Desire to work in a fast-paced environment where every day offers diverse questions
- Aptitude for problem-solving and thinking out of the box.
- Provide inbound support to resolve client inquiries and problems via chat, email, and phone
- Analyze data reports, forms, and web technologies commensurate with level of training and understanding.
- Determine whether to resolve issues personally or to refer to a more experienced team member.
- Responsibly communicate to all parties involved in issue resolution to meet and manage client expectations.
- Use 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.
- May perform quality assurance testing for software module upgrades/changes. Analyze results to ensure that software performs as required.
- May create or enhance documentation throughout the support process.
- Commit to expanding technological skills and knowledge of Tyler products.
- Demonstrate 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.
- Perform other duties as assigned.
Qualifications
- Bachelor's degree in a related field or equivalent 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.
- Knowledgeable with Microsoft Office.
- Must be willing to come into the office a minimum of 2 times a week.
- Must be able to work a 9 pm to 6 am PHST shift.