Software Support Specialist
Key Skills for This Role
Full Job Posting
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
- 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)
- Assist Implementation Specialists and Project Managers in establishing 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
- May submit client issues to development team for resolution as needed.
- Work on critical, highly complex customer problems that will spanning 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
- Troubleshoot application deployments, recreate customer issues, and build proof of concept applications
- Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files
- Apply 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. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies
- Participate in the achievement of subject level agreements
- May participate in On Call coverage and may require shifts outside of normal business hours
- Communicate professionally, clearly, and appropriately with clients and coworkers
- Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
- Solve problems effectively in an ever-evolving environment
- Demonstrate proficient knowledge of support processes, problem management tools and procedures
- Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization
- Maintain composure under pressure
- Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications
- Work effectively both independently and in a team-oriented environment
- Assist other team members
- Provide limited hardware and operating system support
- Effectively utilize available resources
- Accurately record 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
About Tyler Technologies
Software and services for the public sector.
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