Software Support Analyst, Payments

Responsibilities

• Handles issues which require the ability to prevent further escalations.
• Uses previous experience as well as internal practices and guidelines to handle client issues.
• Must be able to communicate professionally, clearly, and appropriately with clients and coworkers.
• Diagnose and resolve high-level client issues.
• Takes ownership of high-level support issues that are open and cannot be resolved through the normal channels.
• Demonstrate expert knowledge of support processes, problem management tools and procedures.
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Resolve complex issues utilizing knowledge of established guidelines, company policies, and contract specifications.
• Work effectively both independently and in a team-oriented environment.
• Aid other team members.
• Provide hardware and operating system support.
• Effectively utilize available resources.
• Proactively improve knowledge and develop analytical and technical skills.
• Analyze data reports, forms, and web technologies.
• Use Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• Submit client issues to development team for resolution as needed.
• Create or enhance documentation throughout the support process.
• Contribute to company knowledge library and/or Tyler Community.
• Review release documentation and provide feedback to appropriate staff.
• May participate in transitional services for new clients in their initial post-live period.
• Commitment to expanding technological skills and knowledge of the Tyler products.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• Minimum of 2 years of experience required in a Software Support position, or in a position which demonstrates systems knowledge and experience.
• Excellent interpersonal skills.
• Ability to make sound, effective and timely decisions along with the ability to solve problems involving complex issues.
• Excellent decision making, time management and problem-solving skills involving root cause diagnosis and thinking out of the box.
• Excellent organizational skills.
• Strong analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of database structures including fields, tables, views, database objects, etc. is a plus.
• Proficiency working with relational databases or SQL is a plus.
• Experience working with .NET framework applications or Java applications a plus.
• Knowledge and understanding of software development tools a plus.
• Scripting experience a plus.