Provide software support for Tyler clients in the use, functionality, and understanding of our products and databases. Because of experienced product and domain knowledge, this position may be the first contact for escalated client issues and may focus on researching and resolving issues. The Software Support Representative ensures timely resolution of minor to complex client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Representative is expected to continually grow and expand knowledge of the product.
Responsibilities
- Provides inbound phone, web or email software support to resolve minor to complex client inquiries and problems effectively and efficiently.
- Analyzes data reports, forms, and web technologies.
- Uses and programs SQL to resolve moderate to 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).
- May write estimates for software modification specifications and documentation of support processes.
- Submits client issues to 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.
- Creates release documentation and provides feedback to clients.
- Contributes to company knowledge library and/or Tyler Community.
- May participate in User Group meetings and activities.
- Mentors new staff to ensure guidance is provided on an ongoing basis.
- Reviews release documentation and provides 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.
- Commits to 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.
- Document and advise clients on best practices.
- Serve as point of contact for client escalations
- Performs other duties as assigned.
Qualifications
- Bachelor's degree in related field or equivalent experience.
- A minimum of 1 year of experience required in a Software Support Support position, or in a position which demonstrates systems knowledge and experience.
- Excellent interpersonal skills.
- Strong decision making and problem solving skills involving troubleshooting moderate to complex issues.
- Strong 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, database objects, etc.
- Proficiency working with relational databases or mySQL preferred.
- Knowledgeable with Microsoft Office.
- Knowledge and understanding of software development tools a plus.
- Pass all Certifications and Background Checks as required to access Criminal Justice Information while assisting clients with support tickets.
