Associate Software Support Specialist, Incode Court

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The Associate Software Support Specialist is the face of Tyler Technologies when it comes to working with clients on a daily basis. As such this position has an impact on client satisfaction, retention and revenue growth. The ability to provide exceptional service will shape our clients opinions of our products, services and company. The Associate Software Support Specialist is responsible for ensuring a positive overall support experience for our clients.

The Associate Software Support Specialist handles issues that are easily resolved. As the incumbent gains knowledge the complexity of issues may increase towards a more moderate level of difficulty. The Associate Software Support Specialist obtains information from sources that are readily available to handle issues.

The Associate Software Support Specialist must be able to:

  • 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.
  • 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 basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  • Work effectively both independently and in a team-oriented environment.
  • Effectively utilize available resources.
  • Accurately record all details and progress in incident tracking system(s).
  • Proactively improve knowledge and develop analytical and technical skills.

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Lubbock. Texas

Responsibilities

  • Provides inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.

    o    Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.

    o    Determines whether to resolve issues personally or to refer to a more experience team member.

    o    Reads and writes SQL to resolve basic issues.

    o    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.

Qualifications

  • Bachelor's degree in related field or equivalent 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.

  • Exposure to relational databases or SQL desired.

  • Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired.

  • Knowledgeable with Microsoft Office.

  • Knowledge and understanding of software development tools a plus.

  • Ability to travel preferred.

Apply Online


Requisition Number:73040609
INDLGD

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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