Software Support
Troy,
Michigan
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.
- 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.