Associate Software Support Specialist

Location

Manila, Philippines

Travel

0-5%

Responsibilities

• Provides inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.  - Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
• Determines whether to resolve issues personally or to refer to a more experience team member.
• Reads and writes SQL to resolve basic 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).
• 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.
• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
• May create or enhance documentation throughout the support process.
• 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.
• Performs other duties as assigned.