Tyler Technologies is looking for a Senior Technical Services Support Specialist at 229 W Main Street, Suite 400, Frankfort, KY 40601 to perform the following job duties:
Documents records all client interactions in client management systems. Maintain responsive correspondence to Tyler client stakeholders. Manage a queue of moderate to high complexity support cases and deliver resolution in accordance with SLA. Work majority of all critical support cases to ensure critical operations for our clients are maintained. Contribute to support documentation library and work with peers to update as necessary. Validate any support trends identified by TSSS and create all documents and communication channels necessary to manage support during that event. Create and deliver system support trainings to be attended by any relevant support teams or client stakeholders. Offer dedicated support to strategic clients to help manage concerns, disaster events or project deadlines. Work with other support teams to resolve issues that span multiple teams and technologies. Work with other STTTS to determine what internal documentation can be published for client consumption. Must work in Frankfort, KY office. Monday, Tuesday and Wednesday each week. May work remotely in same MSA as office on Th and Fri. The position requires a Bachelor’s Degree in Computer Science, Business Administration, Management Information System, or a closely related field or foreign equivalent and 2 years of experience work-related experience and experience in ERP solutions, or accounting software; administering Windows and/or Linux systems; Active Directory and other account management tools (ex: Azure, ADFS, etc); FTP/SFTP technologies (ex: Filezilla, WinSCP).
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