Software Support Specialist

Responsibilities

• Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently
• Analyzes data reports, forms, and web technologies
• Uses and programs SQL to resolve basic to moderate issues
• Responsible communications 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)
• Affixes to establish issue priorities to ensure a timely and effective response and solution
• May assist with writing estimates for software modification specifications and documentation of support processes
• Submits client issues to development team for resolution as needed
• Works on critical, highly complex customer problems that will span multiple applications and environments
• Performs Quality Assurance testing for software module upgrades/changes
• Analyzes results to ensure that software performs as required
• May provide training to client end-users (typically via webinar)
• Creates or enhances documentation throughout the support process
• Contributes to company knowledge library and/or Tyler Community
• May participate in Early Adopter activities
• May participate in User Group meetings and activities
• Troubleshoots application deployments, recreates customer issues, and builds proof of concept applications
• Writes and interprets configuration scripts for customer environments to install programs, configure logging, and modify configuration files
• Applies advanced troubleshooting techniques to provide unique solutions depending on customer use cases
• Commits to expanding technological skills and knowledge of the Tyler products
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook
• Participates in the achievement of subject level agreements
• May participate in On Call coverage and may require shifts outside of normal business hours
• Communicates professionally, clearly, and appropriately with clients and coworkers
• Determines the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
• Solves problems effectively in an ever-evolving environment
• Demonstrates proficient knowledge of support processes, problem management tools and procedures
• Maintains an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization
• Maintains composure under pressure
• Resolves issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications
• Works effectively both independently and in a team-oriented environment
• Affixes other team members
• Provides limited hardware and operating system support
• Accurately records all details and progress in incident tracking system(s)

Qualifications

• Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience 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
• Knowledge and understanding of software development tools a plus
• Ability to travel preferred
• Must be local to Latham, NY
• Must be willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST