Software Support Specialist

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The Software Support Specialist is accountable to resolve and manage issues raised by the customer through Ticket portal, e-mails or phone calls. If the Software Support Specialist cannot resolve the issue, then he/she is required to involve or escalate to the appropriate personnel to resolve, and to keep the customer informed until the issue is resolved to the customer’s satisfaction.

Work with the only low-code application development platform purpose-built for the public sector. With a focus on case management and business process management, you can help government agencies at every level organize and automate data, tasks, regulations, and interactions in a way that is configured to their specific needs.

Location

Toronto, ON

Responsibilities

  • Coordinate release planning with Development/Sales/QA/customer
  • Participate in integration testing activities once a Development Release has been delivered to a customer
  • Coordinate testing with third parties (vendors) as required for support issues or upgrades
  • Accept QA certified release for deployment to the customer
  • Coordinate deployment of new releases to the customer, including the release management process, staffing, planning and execution
  • Manage customer relationships after deployment, to include technical support (for both production and UAT) and software optimization activities
  • Hold ongoing contact meetings with operational personnel to identify opportunities for new sales and products – become the trusted adviser to the customer’s operational personnel
  • The Software Support Specialist must be familiar with and have working knowledge of SQL

Qualifications

  • The Software Support Specialist must be familiar with SDLC (Software Development Life Cycle) and associated processes
  • Knowledge of Oracle database
  • Work with the Architecture team to stay up to date on new initiatives
  • Conduct regular HDT (Help Desk Ticket) review meetings with the customer to ensure that the customer is satisfied with the resolution of tickets or be updated on status of resolution
  • Provide training on level one troubleshooting, and the starting and stopping of various systems and components in addition to workflow training
  • Monitor the customer’s environments and keep the customer informed of any issues or patterns that could cause problems
  • Provide solutions to correct the issue
  • Involved on a rotational basis to provide on-call support outside the normal business hours
  • May be required to travel to customer locations for support and Go-Live events, depending on circumstances or policy
  • May be required to provide daily or weekly reports on customer issues or for MicroPact internal performance tracking

Apply Online


Requisition Number:

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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