Associate Technical Services Support Specialist
Description
The Associate Technical Support Specialist provides basic software support and technical assistance with software problems to Tyler clients and employees. They are responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Technical Support Specialists and Senior Technical Support Specialists to resolve issues with Tyler software products.
Responsibilities
- Provide general software, operating system, and hardware phone support to Tyler Technical Support clients and on-site Implementation staff.
- Conduct first-level diagnosis of system defects and notify Technical Support Product Managers of findings so the appropriate reports can be submitted.
- Resolve client inquiries and issues promptly by working with Technical Support Specialists, Senior Technical Support Specialists, and Technical Support Analysts; communicate resolution effectively through email communications.
- Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
- Manage open calls by identifying and prioritizing issues according to published policies.
- Escalate to a senior team member or department member if the situation is beyond the technician’s control and additional assistance is needed.
- Identify and meet service measurements and metrics on a daily, weekly, monthly, and quarterly basis.
- Participate in formal education and self-study to gain knowledge of Tyler products and services.
- Assist clients with standard workstation installation of client software for products.
- Follow documented Tyler Technologies, Inc. policies and procedures.
- Respect the client’s policies and procedures.
Qualifications
- Bachelor’s degree in computer science or business administration, or comparable work experience.
- Experience in ERP solutions, accounting software, accounting, or computers.
- Proficiency using computers and exposure to relational databases or SQL desired.
- Excellent interpersonal and communication skills.
- Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
- Strong analytical and problem-solving skills.
- Ability to work independently and in a team environment
- Demonstrated ability to maintain a positive, professional attitude.
2025 Training Class
- New Hire Training Dates: March 31, 2025 to May 23, 2025
- Weeks 1 in our Yarmouth, ME office and Week 8 in Lawrenceville, GA (travel expenses covered). The remaining weeks of training will take place remotely. Must be able to attend and complete an 8-week mandatory new hire training class as an essential job function of the implementation consultant/software support specialist role.