Software Support Specialist
Key Skills for This Role
Full Job Posting
Responsibilities
- Provide the first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the entire lifecycle of an Incident with the primary goal of restoring normal service as quickly as possible.
- Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; Gather all pertinent information, gain an understanding of impact, and perform troubleshooting in an effort to resolve at the Support level first. Identify and provide workarounds as needed and assign to specialized Recreation Management Technical groups as necessary.
- Serve as the Incident and Request Manager of assigned tickets. Update, categorize, prioritize, and close Incident and Service Request tickets while keeping users informed of progress throughout the lifecycle of the ticket while assigned to our team.
- Provide communication regarding all Major Incidents and Impairments throughout the lifecycle of the Incident.
- Work with Account Management to triage Customer Escalations
- Create, maintain, and update comprehensive documentation related to configurations, troubleshooting steps, and incident response procedures
- Collaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues
- Thoroughly document troubleshooting and resolution within assigned tickets
- Perform continuous analysis, classification, and trend analysis of Incidents in order to work toward the pro-active resolution of Incidents where possible.
Qualifications
- Previous experience in a Service Desk / IT Helpdesk environment
- Must be a highly motivated self-starter who proactively works to resolve issues
- Must be detail oriented
- Working knowledge of fundamental business technologies (e.g. Microsoft Office, Active Directory, Exchange, Networking, Desktop Support for Windows and MAC Operating Systems)
- Must be extremely professional and comfortable working with all levels of users.
- Excellent customer service and interpersonal skills
- Excellent written and verbal communication skills
- Excellent problem-solving skills
- Ability to consistently follow standard processes
- Strong team player in a fast paced, dynamic, deadline-driven environment
- Strong analytical thinker with the ability to collect information and perform trend analysis
- Must possess a continuous improvement mentality
- Hardware Installation and Troubleshooting Experience
- SQL Background
Additional Desired Skills
- Experience with Zendesk and/or JIRA/Jira Service Management or similar ticketing system
- ITIL V3 Foundations Certified
- Proven experience in SQL database management, SQL Queries
- Remote Desktop support (LogMeIn Rescue, TeamViewer, Bomgar)
- COMP TIA A+ Certified
- Desktop and mobile device support experience
- Technical Services Industry experience
- Transaction processing industry experience
About Tyler Technologies
Software and services for the public sector.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Tyler Technologies
Product Analyst - Payroll
Plano, USA
Tyler Technologies is seeking an experienced product analyst to own the evolution of its K-12 payroll software. The role defines and delivers product capabilities, translating customer needs and changing U.S. payroll reg
Product Analyst - Payroll
Plano, USA
Tyler Technologies is seeking a Product Analyst to guide the evolution of its payroll product for K–12 school districts. The role spans customer discovery, product definition, and feature delivery, and requires substanti
Product Analyst - Payroll
Lakewood, USA
Tyler Technologies is seeking a Product Analyst to own the evolution of its K-12 payroll software, from customer discovery and product definition through release. Candidates need product ownership experience, hands-on pa
Proposal Analyst - Enterprise Payments
Yarmouth, USA
The employer is seeking a Proposal Analyst to develop accurate, persuasive responses for Enterprise Payments RFPs, RFIs, and customer questionnaires. Candidates should have experience analyzing requirements and writing c
Proposal Analyst - Enterprise Payments
Falmouth, USA
Tyler Technologies is seeking a Proposal Analyst to develop accurate, persuasive responses for Enterprise Payments RFPs, RFIs, and related customer documents. The role requires strong proposal writing and analysis experi
Payment Sales Analyst
Lubbock, USA
Tyler Technologies seeks an analytically driven Payment Sales Analyst to support transactional revenue through payment pricing, project scoping, proposals, and client negotiations. Candidates should bring 5+ years in pay
Payment Sales Analyst
Yarmouth, USA
Tyler Technologies is seeking a Payment Sales Analyst to support transactional revenue through payment economics analysis, project scoping, proposals, and client-facing sales support. Candidates should have at least five
Product Analyst - Payroll
Plano, USA
Product Analyst - Payroll
Plano, USA
Product Analyst - Payroll
Lakewood, USA
Supervisory Team Lead - Technical Recruiting
, USA
Proposal Analyst - Enterprise Payments
Yarmouth, USA
Proposal Analyst - Enterprise Payments
Falmouth, USA
Payment Sales Analyst
Lubbock, USA
Payment Sales Analyst
Yarmouth, USA