Software Support Analyst

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The Software Support Analyst addresses and resolves complex issues for Tyler clients and employees. The Software Support Analyst fosters the advancement of product knowledge and client service skills within the team. 

RESPONSIBILITIES

  • Provides high level diagnosis to staff, and takes over open issues as needed. 
  • Provides inbound phone, web or email software support to resolve complex client inquiries and problems effectively and efficiently. 
  • Analyzes data reports, forms, and web technologies. 
  • Uses and programs SQL to resolve complex 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). 
  • Writes estimates for software modification specifications and documentation of support processes. 
  • 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. 
  • Provides 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. 
  • Mentors new staff to ensure guidance is provided on an ongoing basis. 
  • Reviews release documentation and provides feedback to appropriate staff. 
  • May participate in transitional services for new clients in their initial post-live period. 
  • Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures. 
  • May provide input to Manager for performance evaluations on other staff. 
  • 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 and Safety 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. 
  • A minimum of 2 years of experience required in a Software Support Specialist position, or in a position which demonstrates systems knowledge and experience. 
  • Excellent interpersonal skills. 
  • Ability to make sound, effective and timely decisions along with the ability to solve problems involving complex issues. 
  • Excellent decision making, time management and problem solving skills involving root cause diagnosis and thinking out of the box. 
  • Excellent organizational skills. 
  • Strong analytical ability, particularly in a technical environment. 
  • Excellent written and verbal communication skills. 
  • Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc. 
  • Proficiency working with relational databases or SQL preferred. 
  • Experience working with HTML, XSL, XML, and related technologies preferred. 
  • Knowledgeable with Microsoft Office. 
  • Knowledge and understanding of software development tools a plus. 
#INDAT
#DICEAT

Work with technology-driven solutions that cover the full spectrum of the land development life cycle, including mass appraisal services, land and official records management, and property tax assessment and administration. From data collection to computer-assisted mass appraisal to tax billing and collections, you can help develop and deliver solutions that build thriving communities and fundamentally change how local governments operate in the future.

Location

Lakewood, Colorado | Remote

Travel

0-5%

Colorado Code of Regulations 7 CCR 1103-13 Disclosure

Salary will generally fall between $41,486 - $105,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

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Requisition Number:2021-708
INDAT
#DICEAT

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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