The Software Support Specialist on the Application Support Team is responsible for providing exceptional customer service for Tyler’s software products to clients. The Software Support Specialist ensures timely resolution of easy-moderate client software issues through data analysis and functionality troubleshooting using development tools, and best practice communication for resolving issues.
Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
Analyzes data reports, forms, and web technologies.
Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
Provide guidance in data correction and resolving/escalating client incidents.
Follows up on defects and acts as advocate for the client to ensure timely and accurate issue resolution.
Consult clients on best practices for optimal use of Tyler products.
Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.
May assist with documentation of support processes.
May submit client issues to development team for resolution as needed.
May provide 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.
May participate in Early Adopter activities.
May participate in User Group meetings and activities.
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 duties as assigned.
Occasional travel (0-15%) for on-site support required.
Must be available to work evening shifts as needed to support 7 AM – 9 PM CST operations.
Bachelor's degree in related field or equivalent experience.
A minimum of 6 - 12 months previous experience required in an Associate Software Support Specialist position; or work experience within a state or county in the criminal justice sector.
Familiarity with business (judicial) terminology and principles desired.
Excellent interpersonal 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.
Experience working with relational databases or SQL preferred.
Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
Proficiency using computers required
Knowledgeable with Microsoft Office.
Knowledge and understanding of software development tools a plus.
