Client Specialist

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Work with technology-driven solutions that cover the full spectrum of the land development life cycle, including mass appraisal services, land and official records management, and property tax assessment and administration. From data collection to computer-assisted mass appraisal to tax billing and collections, you can help develop and deliver solutions that build thriving communities and fundamentally change how local governments operate in the future.

Location

Dayton Metropolitan Area, Ohio | Lakewood, Colorado

Travel

10-25%

Responsibilities

  • Serves as the primary contact for reporting and prioritizing all support issues and ensuring client satisfaction with all resolutions.
  • Uses Tyler’s client management system to create, track and update details on the specifics of the client issues.
  • Receives software support cases to resolve issues involving the use, functionality and understanding of our products and databases.
  • Provide tier 1 support of assigned clients, which includes the ability to resolve said cases in a timely manner.
    • Analyzes data reports, forms, and web technologies.
    • Uses SQL to resolve basic-moderate issues.
  • Involves researching and identifying the root issue and following up on status and resolution on issues.
  • Resolve basic software questions via 1st phone call without the need for ticket creation.
  • Articulate issues in a manner that can be understood by receiving party. This includes, but not limited to, escalations to development, deployment, and support teams.
  • Documents support processes, basic technical or product issues and resolution.
  • May provide training to client end-users (typically via webinar).
  • May attend regional User Group meetings or events for assigned clients (in person or virtually).
  • Creates or enhances documentation throughout the support process.
  • Reviews clients’ support contracts and product and module licenses, as well as the scope of support services available to them.
  • Understands and manages the process for handling support requests which fall outside the scope of a client’s contract.
  • Responds promptly to client e-mail, voice mail, and issues submitted via the web portal.
  • Tracks resolution progress of client incidents assigned to self or support by creating weekly internal reports and requesting updates from analysts, developers, and database technicians.
  • Provides information on the availability of new releases, service packs, and baseline fixes to the client and facilitates their delivery.
  • Creates progress reports, facilitates conference calls, and provides documentation to clients as requested.
  • Works with project managers to assist smooth transition from implementation to support, this includes sitting through training on clients to be assigned so tier 1 support can be provided.
  • Partners with clients to seek optimum solutions for recurring software or work process issues.
  • Maintains up-to-date knowledge of Tyler Product(s) to apply in answering questions and resolving basic software/product issues.
  • Communicates with clients frequently to ensure their satisfaction with service, to strengthen working relationships, and to increase Company awareness of the potential for additional sales opportunities.
  • Prioritizes and establishes due dates for incident tickets per Tyler’s guidelines.
  • Other duties as assigned.

Qualifications

  • Bachelor’s degree in Business or related field. Equivalent work experience may substitute for degree requirement.
  • A minimum of 5 years’ experience required in the following:
    • Client relations in a technical environment involving basic software troubleshooting skills.
    • Technical business analysis
  • Exceptional interpersonal and negotiating skills.
  • Ability to train and develop personnel.
  • Excellent decision making
  • Solid analysis and problem-solving skills involving resolving basic software issues.
  • Familiarity with database structures including fields, tables, views, database objects.
  • Familiarity with SQL is preferred
  • Excellent organizational skills
  • Excellent written and oral communication skills
  • Familiarity with Microsoft Word, Microsoft Excel, and Microsoft Office Outlook or equivalent software
  • Valid driver’s license issued by the state in which the employee lives.
  • Knowledge of state/county/municipal government property valuation/assessment or tax billing and collection in public or private sector is beneficial. 
#INDAT

Colorado Code of Regulations 7 CCR 1103-13 Disclosure

Salary will generally fall between $40,108 - $52,774 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

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Requisition Number:2021-750
INDAT

Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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