The Software Support Analyst addresses and resolves complex issues for Tyler clients and employees. The Software Support Analyst fosters the advancement of product knowledge and client service skills within the team.
Responsibilities
- Provides high-level diagnosis to staff and takes over open issues as needed.
- Provides inbound phone, web, or email software support to resolve complex client inquiries and problems effectively and efficiently.
- Uses and programs SQL to resolve complex 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).
- Submits client issues to the development team for resolution as needed.
- Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
- Provides 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.
- Participates in User Group meetings and activities.
- Mentors new staff to ensure guidance is provided on an ongoing basis.
- Review release documentation and provide feedback to appropriate staff.
- May participate in transitional services for new clients in their initial post-live period.
- Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.
- May provide input to the Manager for performance evaluations on other staff.
- Commits to expanding technological skills and knowledge of Tyler products.
- Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook and Safety 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 a related field or equivalent experience.
- A minimum of 2 years of experience is required in a Senior Software Support Specialist position, or in a position that demonstrates systems knowledge and experience.
- Excellent interpersonal skills.
- Ability to make sound, effective, and timely decisions along with the ability to solve problems involving complex issues.
- Excellent decision-making, time management, and problem-solving skills involving root cause diagnosis and thinking out of the box.
- Excellent organizational skills.
- Strong analytical ability, particularly in a technical environment.
- Excellent written and verbal communication skills.
- Solid knowledge and understanding of database structures including fields, tables, views, etc.
- Proficiency working with SQL preferred.
- Knowledgeable with Microsoft Office.
- Knowledge and understanding of software development tools are a plus.
- Ability to travel preferred.
