Temporary Software Support Specialist, Enterprise Justice

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Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Plano, Texas | Remote

Responsibilities

 
  • Provides inbound phone, chat or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
  • Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
  • Work with clients on analysis, diagnostics and resolution of issues.
  • Must be on the phone and available to help clients from start time through end time.
  • Manage multiple customer issues in a fast paced organization and prioritize effectively.
  • Continually develop product expertise by reviewing new functionality, testing product issues and utilizing internal resources.
  • Utilize system tools to assist clients and resolve issues.
  • Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
  • May submit 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.
  • 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 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.


Qualifications

  • Associate degree or equivalent experience required; Bachelor’s degree preferred.
  • One year of work experience in a customer service/technical support environment required.
  • Exceptional customer service aptitude required.
  • Experience working in a high volume call center is preferred.
  • Ability to work in a team environment to collaborate on resolving issues.
  • Excellent interpersonal skills.
  • 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.
  • Familiarity with legal terms and principles desired.
  • Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel (5%) preferred.

Apply Online


Requisition Number:2022-1355

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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