Software Application Support Specialist

Software Application Support Specialist

The Software Application Support Specialist is responsible for providing exceptional customer service to clients for Tyler's SoftCode Product Suite. The Software Support Specialist ensures timely resolution of client software issues through analysis and functionality troubleshooting while providing best practice communication for resolving issues.

Location

Marlborough, Massachusetts

Responsibilities

  • Learns in depth the SoftCode accounting software suite to provide exceptional assistance to clients.
  • Provides inbound phone, web 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.
  • Provide guidance in data correction and resolving/escalating client incidents.
  • Follows up on defects and acts as advocate for the client to ensure timely and accurate issue resolution.
  • Consult clients on best practices for optimal use of Tyler products.
  • Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.
  • May assist with documentation of support processes.
  • 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.
  • 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.
  •  May travel (0-15%).

Qualifications

  • Bachelor's degree in related field or equivalent experience.
  • A minimum of 2-3 years of software support experience.
  • Account/financial education or experience a plus.
  • 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 software application environment.
  • Excellent written and verbal communication skills.
  • Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
  • Experience working with relational databases or SQL preferred.
  • Proficiency using MS Windows required
  • Knowledgeable with Microsoft Office.

Apply Online
Requisition Number: 2017094-1

 

 

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