Software Support Specialist

Responsibilities

•  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.
  • Uses and programs SQL to resolve basic to moderate 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 assist with writing estimates for software modification specifications and documentation of support processes.
• May submit 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.
• 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.
• Commits to expanding technological skills and knowledge of the Tyler products.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• A minimum of 12 months previous experience required in an Associate Software Support Specialist position, or in a position which demonstrates systems knowledge and experience.
• 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.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.
• Ability to travel preferred.