Software Support Specialist

About the role

The Software Support Specialist ensures timely resolution of easy-moderate client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team-coordinated testing, and other available tools for resolving issues. The role is expected to continually grow and expand knowledge of the product.

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.
• Responsibly communicates with 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 client issue(s).
• May assist with writing estimates for software modification specifications and documentation of support processes.
• May submit client issues to the development team for resolution as needed.
• Performs Quality Assurance testing for software module upgrades/changes and analyzes results to ensure software performs as required.
• May provide training to client end-users (typically via webinar).
• Creates or enhances documentation throughout the support process.
• Contributes to the 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 Tyler products.
• Demonstrates awareness of and adherence to company policies as outlined in the Employee Handbook, including Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Performs other duties as assigned.

Requirements

• Bachelor's degree in a related field or equivalent experience.
• A minimum of 12 months of previous experience in an Associate Software Support Specialist position or a role demonstrating 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, and database objects.
• 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.