Technical Software Support Specialist, eSolutions

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Responsibilities

 

  • Provides inbound phone, web or email software support to resolve client inquiries and problems effectively and efficiently.

               o Analyzes data reports, forms, and web technologies.

               o Will use SQL to resolve basic to moderate issues regarding client configuration.

               o 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).
  • Uses Tyler’s knowledge base system to enhance content articles for clients and internal training needs.
  • May assist with writing estimates for software modification specifications and documentation of support processes.
  • Assists in coordination during client or application outages
  • May submit client issues to development team for resolution as needed.
  • Performs Quality Assurance testing for software module upgrades/changes. Analyzes and reports 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.
  • 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.
  • Occasional travel (0-20%) for on-site support. 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.

Qualifications

  • A minimum of 12 months previous experience required in a Software Support Specialist position, in a position which demonstrates systems knowledge and experience or implementation consultant/specialist position.
  • Excellent interpersonal skills.
  • Exceptional customer service aptitude required.
  • Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues. 
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment. 
  • Excellent written and verbal communication skills. 
  • Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
  • Proficiency in SQL is required.
  • Basic understanding of XML, especially excel.
  • Knowledge with Customer Relationship Management system such as Microsoft Dynamics or Salesforce preferred.
  • Knowledge and practice with Knowledge Centered Service best practices.
  • Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools are a plus.



Location

Plano, Texas

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Requisition Number:2021-605

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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