Software Support Specialist

Description

As a Software Support Specialist, you’ll provide basic-level support by researching and troubleshooting software issues, guiding clients on product functionality, and resolving straightforward concerns. You’ll develop your skills through data analysis, collaborative testing, and effective communication-while continually expanding your knowledge of Tyler’s products and tools.

If you have the following competencies, we want to talk to you:

• Financial, Payroll, or Utility Management background
• Strong desire to work with a team that has common goals
• Passion for helping clients and building rapport
• Desire to work in a fast-paced environment where every day offers diverse questions
• Aptitude for problem solving and thinking out-of-the-box.

Responsibilities

• Troubleshoots and resolves clients’ online and phone inquiries regarding software issues, while providing excellent customer service.
• 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)
• Collaborates on client issues with the development team for issue resolution as needed.
• Commits to expanding technology skills, and knowledge of Tyler products.
• May assist in establishing issue priorities to ensure a timely and effective response and solution
• Work on critical, highly complex customer problems that may span multiple applications and environments
• May provide training to client end-users
• Contributes to company knowledge library and/or Tyler Community
• May participate in User Group meetings and Tyler’s Annual Conference
• Communicate professionally, clearly, and appropriately with clients and coworkers
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization
• Work effectively both independently and in a team-oriented environment
• Provide limited hardware and operating system support
• 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.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Previous experience required in a software support position, or in a position that demonstrates systems knowledge and experience, is a plus
• Experienced with Finance, Payroll or Utility Management a plus
• Knowledge of Tyler Technologies software is a plus
• 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.
• Knowledgeable with Microsoft Office
• 5% Travel