Software Support Specialist

Responsibilities

• Provide high-quality inbound phone, chat, web, and email support for Public Safety and Enforcement Mobiles software applications.
• Troubleshoot complex software, hardware, database, and infrastructure issues to resolution.
• Take ownership of technical incidents and manage issues to closure while keeping clients and internal stakeholders informed.
• Provide high-level diagnosis to staff and take over open or escalated issues as needed.
• Replicate complex customer issues to support diagnosis, testing, and resolution.
• Analyze data reports, forms, web technologies, and related system functionality.
• Use Tyler’s client management system to create, track, update, and document client issues.
• Submit client issues to development, implementation, or other internal teams for resolution when necessary.
• Cook up coordination with product development and implementation teams to resolve client issues efficiently.
• Create, update, and enhance documentation throughout the support process.
• Review release documentation and provide feedback to appropriate teams.
• Participate in Early Adopter activities, User Group meetings, and related client-facing activities as needed.
• Participate in transitional services for new clients during their initial post-live period as needed.

Qualifications

• Bachelor’s degree in MIS, CIS, Computer Science, related technical field, or equivalent training and experience.
• General technical knowledge of Microsoft products and technologies, including Windows Servers and Microsoft Office.
• Proficiency working with relational databases or SQL preferred.
• Experience working with the .NET framework and related technologies, including HTML, XSL, XML, and web technologies, preferred.
• Knowledge and understanding of software development tools a plus.
• Strong analytical ability, particularly in a technical environment.
• Excellent troubleshooting skills, including root-cause analysis and creative problem-solving.
• Excellent interpersonal, written, and verbal communication skills.
• Excellent organizational, time management, decision-making, and problem-solving skills.
• Ability to resolve complex client inquiries and technical problems effectively and efficiently.
• Readiness to learn new technologies quickly.
• Commitment to providing an exceptional experience to clients and internal stakeholders.