Software Support Analyst, Brazos

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The Software Support Analyst revolves high-level client issues by researching and troubleshooting complex issues. This role impacts the support staff’s ability to resolve client issues in a timely manner and also reduces interruptions to Developers. The Software Support Analyst works independently, using other company and division resources as needed to diagnose, manage, and resolve issues. The Software Support Analyst is a team resource necessary to ensure all client issues are resolved. This has a great impact on the reputation of the company and therefore on client loyalty to the company and ability to secure recurring revenue. Consequences of errors carry a high risk to the organization.

Location

Plano, Texas, & College Station, Texas

Travel

0-5%

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.
    • 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).
  • Submits client issues to development or implementation 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 by phone or 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.
  • The Software Support Analyst handles issues which require the ability to prevent further escalations.  The incumbent uses previous experience as well as internal practices and guidelines to handle client issues.  The incumbent works independently to resolve client issues, and is often a resource for less-experienced staff.

     

The Software Support Analyst must be able to:

  • Communicate professionally, clearly, and appropriately with clients and coworkers.
  • Successfully diagnose and resolve high-level client issues.
  • Take ownership of high level support issues that are open and cannot be resolve through the normal channels.
  • Demonstrate expert 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 highly complex issues 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 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.

Qualifications

  • Bachelor's degree in related field or equivalent training or 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 .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
  • Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel preferred:  minimal travel required 0 – 10%.

Apply Online


Requisition Number:2019085-1

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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