Associate Software Support Specialist, TCM

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The Associate Software Support Specialist is an entry-level position, learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other
available tools for resolving issues. The Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.
PRINCIPAL DUTIES
  • Provides inbound phone, web or email software support to resolve client inquiries and problems
  • Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
  • 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).
  • Foster continuous learning environment through contribution of the knowledge base and training
  • Submits 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
SCOPE AND IMPACT
The Associate Software Support Specialist is the face of Tyler Technologies when it comes to working with clients daily. As such this position has an impact on client satisfaction, retention and revenue growth. The
ability to provide exceptional service will shape our client’s opinions of our products, services and company. The Associate Software Support Specialist is responsible for ensuring a positive overall support
experience for our clients.

COMPLEXITY
The Associate Software Support Specialist handles issues which may require some research, thought, and troubleshooting skills. The incumbent uses previous experience as well as internal practices and guidelines
to handle client issues. The incumbent often works independently to resolve client 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.
  • 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).
  • Proactively improve knowledge and develop analytical and technical skills
EDUCATION, EXPERIENCE AND SPECIAL SKILLS
  • Associate degree or equivalent experience required; Bachelor’s degree preferred.
  • Excellent verbal and written communication skills with the ability to effectively work with clients on technical and business issues.
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
  • Problem-solving mindset
  • Excellent interpersonal skills.
  • Decision making and problem-solving skills involving troubleshooting basic to moderate issues.
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment

Location

Lakewood, Colorado

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Requisition Number:2020-158
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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