Software Support
Plano,
Texas
United States
Description
Analyzes data reports, forms, and web technologies.
Adds/Edits to client’s configurations as requested.
Responsibly communicates to all parties involved in issue resolution to manage and exceed client expectations.
Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
Uses Tyler’s knowledge base system to create and enhance content articles for clients and internal training needs.
Engage and assist in support team and interdepartmental information swarms to aid in understanding and resolution of client issues.
May assist with writing estimates for software modification specifications.
Creates or enhances product documentation throughout the support process.
Contributes to blog and client facing communications in “Tyler Community”.
Will submit client issues to development or other teams for resolution as needed.
Assists in coordination during client or application outages; during and outside business hours.
Performs Quality Assurance testing for software module upgrades/changes. Analyzes and reports results to ensure that software performs as required. Testing may be performed outside of business hours.
Provide training, through various media types, to client end-users.
Participate in User Group meetings and activities.
Participate in Early Adopter activities.
Commits to continually 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 business duties as needed and assigned.
Occasional travel (0-20%) for on-site support.
A minimum of 12 months previous experience required in an Associate Software Support Specialist position, or in a position which demonstrates systems knowledge, experience, and customer service.
Excellent interpersonal skills.
Exceptional customer service aptitude required.
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.
Intermediate level of knowledge and understanding of database structures including fields, tables, views, database objects, etc.
Proficiency in SQL is preferred.
Basic understanding of XML.
Knowledge with Customer Relationship Management system such as Microsoft Dynamics or Salesforce preferred.
Knowledge and practice with Knowledge Centered Service methodologies and best practices.
Proficient with Microsoft Office applications.
Knowledge and understanding of software development tools are a plus.