Software Support Specialist
Key Skills for This Role
Full Job Posting
Responsibilities
- Troubleshoots and resolves clients’ online and phone inquiries regarding software issues, while providing excellent customer service.
- Uses and programs SQL to resolve basic to moderate issues
- Responsibly communicates 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)
- Collaborates on client issues with the development team for issue resolution as needed.
- Commits to expanding technology skills, and knowledge of Tyler products.
- May assist in establishing issue priorities to ensure a timely and effective response and solution
- Work on critical, highly complex customer problems that may span multiple applications and environments
- May provide training to client end-users
- Contributes to company knowledge library and/or Tyler Community
- May participate in User Group meetings and Tyler’s Annual Conference
- Communicate professionally, clearly, and appropriately with clients and coworkers
- Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization
- Work effectively both independently and in a team-oriented environment
- Provide limited hardware and operating system support
- Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies
- Performs other duties as assigned.
Qualifications
- Bachelor's degree in a related field or equivalent experience.
- Previous experience required in a software support position, or in a position that demonstrates systems knowledge and experience, is a plus
- Experienced with Finance, Payroll or Utility Management a plus
- Knowledge of Tyler Technologies software 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
- 5% Travel
About Tyler Technologies
Software and services for the public sector.
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