Software Support Analyst

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Responsibilities 

  • In a fast-paced organization, provides software support via email, phone, and web to clients in the US.
  • Communicates effectively via phone, email, and video chat to meet and manage client expectations.
  • Triages and prioritizes Support requests and escalates issues to senior team member if needed.
  • Thoroughly documents client interactions and issue resolutions in the designated client management systems.
  • Works independently to resolve support issues in a timely manner using sound troubleshooting techniques.
  • Contributes to the team's knowledge base library.
  • Performs Quality Assurance testing as required.
  • Participates in after-hours software deployments and testing when needed.
  • Provides training to client end-users.
  • Adheres to clients' and Tyler's documented policies and procedures.
  • Builds strong working relationships with clients and teammates.
  • Uses SQL to investigate and resolve issues.
  • May assist with writing estimates for software modification specifications and documentation of support processes..
  • Analyzes data reports, forms, and web technologies.
  • Commits to expanding technological skills and knowledge of the Tyler products.
  • May participate in User Group meetings and activities.
  • Performs other duties as assigned.

Qualifications

  • Bachelor's degree in related field or equivalent experience. 
  • A minimum of 12 months previous experience required in a Software Support Specialist position, or in a position which demonstrates systems knowledge and experience. 
  • 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. 
  • Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred. 
  • Knowledgeable with Microsoft Office. 
  • Knowledge and understanding of software development tools a plus. 
  • Ability to travel preferred. 

Location

Remote

State Specific Salary Range Disclosure Requirements for Colorado, Connecticut, and Nevada

Salary will generally fall between $47,393 - $65,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

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Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

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Requisition Number:2022-1552

#DICEFED

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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