Technical Services Support Specialist (SaaS)

The Technical Services Support Specialist is responsible for diagnosing and solving customer issues in a timely and courteous manner. The incumbent may work independently or with other team members to resolve operating system, database, and other technical issues related to Tyler applications.

Responsibilities

• The Technical Support Specialist should be able to:
• Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
• Provide support in the various systems management environments related to the ERP and
• Municipal Justice application software and legacy applications, installed on Windows Operating Systems, using Microsoft SQL Databases.
• Provide first tier support for technical issues.
• Respond to client requests for service by priority according to published policies.
• Build rapport with clients to turn what may be a negative situation into a positive customer service experience. Manage and prioritize multiple and often conflicting tasks.
• Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical. Focus on providing accurate answers in a pleasant manner.
• Adapt to changing product and environments.
• Demonstrate full product knowledge and eliminate knowledge gaps in legacy, current and future products and services by means of self-study, supplemented by formal education.
• Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership, including those outside direct area of responsibility.
• Provide systems management (operating system, database administration, server, and workstation support) troubleshooting and consultation technical support to clients and fellow employees. Primary areas of support include:
  
  • Remote support of client’s mission critical financial server(s)
  • Operating system administration for Windows or Web servers
  • Network & local printing
• Point of sale hardware configuration and troubleshooting
• Tyler program release and third party software upgrades
• Database administration (Microsoft SQL)
• Resolves client inquiries and issues in a timely manner; communicates closure  effectively through email and phone communications.
• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
• Manage open calls by identifying and prioritizing issues according to published policies.
• Escalate to senior team member or department member if situation is beyond ability and additional assistance is needed.
• Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
• Collaborate with other teams, departments and divisions with issues pertaining to Tyler software applications.
• May contribute to company knowledge library.
• May conduct training for end-users.
• Follow documented Tyler Technologies policies and procedures.

Qualifications

• Detail-orientated
• Good at multi-tasking 
• Good at following documentation and checklists
• Innovative thinker that prefers to work outside of the box
• Good working knowledge of Microsoft Windows Server and Workstation operating systems
• Good working knowledge of Microsoft SQL Server
• Good working knowledge of Microsoft Active Directory
• Good understanding of Windows-based networking, remote connectivity, TCP/IP and basic firewall routing principles
• Team player with strong interpersonal and communication skills
• BS/BA in related IT field or equivalent deployment/software installation experience
• A strong business orientation