Software Support Specialist
Description
Provide software support for Tyler clients in the use, functionality, and understanding of our products and databases. The Software Support Specialist 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. The Software Support Specialist is expected to continually grow and expand knowledge of the product.
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.
- 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.
Scope and Impact
The Software Support Specialist is the face of Tyler Technologies when it comes to working with clients on a daily basis. As such this position has a impact on client satisfaction, retention and revenue growth. The ability to provide exceptional service will shape our clients opinions of our products, services and company. The Software Support Specialist is responsible for ensuring a positive overall support experience for our clients.
Complexity
The Software Support Specialist handles issues which may require some research, thought, and troubleshooting skills. The incumbent uses previous experience as well as internal practices and guidelines to handle client issues. The incumbent often times works independently to resolve client issues.
The Software Support Specialist 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).
- Proactively improve knowledge and develop analytical and technical skills.