Software Support Specialist Intern

Software Support Lakewood, Colorado Lubbock, Texas Plano, Texas


Description

The Software Support Specialist Intern is an entry-level position, learning how to ensure timely resolution of 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. The Software Support Specialist Intern is expected to continually grow and expand knowledge of the product.

Responsibilities 

  • Provides inbound phone, web or email software support to resolve client inquiries and problems
  • 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).
  • Foster continuous learning environment through contribution of the knowledgebase and training
  • Submits client issues to development team for resolution as needed.
  • May create or enhance documentation throughout the support process.
  • 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.
  • 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).
  • Proactively improve knowledge and develop analytical and technical skills.
  • Performs other duties as assigned.

 Qualifications  

  • Excellent verbal and written communication skills with the ability to effectively work with clients on technical and business issues.
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
  • Problem-solving mindset.
  • Excellent interpersonal skills.
  • Decision making and problem-solving skills involving troubleshooting basic to moderate issues. 
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment.