Associate State Reporting Support Analyst

The Associate State Reporting Support Analyst is responsible for diagnosing and resolving client issues in a timely and courteous manner and providing the highest quality instruction to clients in the area of State Reporting.  The Analyst may work independently or with other Support Analysts, Implementation Consultants, Software Developers, or QA Analysts, as well as mandatory reporting agencies. 

Responsibilities

• Provide inbound phone, web, or email software support to resolve client inquiries and problems.
• Conduct high-level analysis and diagnosis of client issues, and report agency requirements.
• Provide the highest quality instruction to clients in the area of State Reporting.
• Work closely with State Reporting team members to review program issues and functionality while encouraging a collaborative learning experience.
• Create user documentation/videos when required and contribute to the company's knowledge library.
• Manage open calls by identifying and prioritizing issues in line with published policies.
• Use Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• Commit to expanding technological skills and knowledge of the Tyler products to continually develop product expertise.
   

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Excellent interpersonal and customer service 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., is desired.
• Exposure to relational databases or SQL is desired.
• Knowledgeable with Microsoft Office.