Software Support Specialist

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Location

Latham, New York

Travel

0-5%

Responsibilities

• Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently
• Analyzes data reports, forms, and web technologies
• Uses and programs SQL to resolve basic to moderate 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)
• Assist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response and solution
• 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.
  Work on critical, highly complex customer problems that will spanning multiple applications and environments
• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required
• May provide training to client end-users (typically via webinar)
• Creates or enhances documentation throughout the support process
• Contributes to company knowledge library and/or Tyler Community
• May participate in Early Adopter activities
• May participate in User Group meetings and activities
• Troubleshoot application deployments, recreate customer issues, and build proof of concept applications
• Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files
• Apply advanced troubleshooting techniques to provide unique solutions depending on customer use cases
• 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
• Participate in the achievement of subject level agreements
• May participate in On Call coverage and may require shifts outside of normal business hours
• 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)