Associate Software Support Specialist

Associate Software Support Specialist

As an Associate Software Support Specialist you would provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. The Associate Software Support Specialist is an entry-level position where you would be learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Associate Software Support Specialist would be expected to continually grow and expand knowledge of the product.

Location

Plano, Texas

Responsibilities

  • Provide inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.
  • Analyze data reports, forms, and web technologies commensurate with level of training and understanding.
  • Determine whether to resolve issues personally or to refer to a more experience team member.
  • Read and write SQL to resolve basic issues.
  • Responsibly communicate to all parties involved in issue resolution to meet and manage client expectations.
  • Use Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
  • May assist with writing estimates for software modification specifications and documentation of support processes.
  • May submit client issues to development team for resolution as needed.
  • Perform Quality Assurance testing for software module upgrades/changes. Analyze results to ensure that software performs as required.
  • May create or enhance documentation throughout the support process.
  • Commit to expanding technological skills and knowledge of the Tyler products.

Qualifications

  • Bachelor's degree in related field or equivalent experience.
  • 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.
  • Exposure to relational databases or SQL desired.
  • Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired.
  • Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel preferred.
  • Communicate professionally, clearly, and appropriately with clients and coworkers.
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
  • Solve problems effectively in an ever-evolving environment.
  • Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
  • Maintain composure under pressure.
  • Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  • Work effectively both independently and in a team-oriented environment.
  • Effectively utilize available resources.
  • Accurately record all details and progress in incident tracking system(s).
  • Proactively improve knowledge and develop analytical and technical skills.

Apply Online
Requisition Number: 6018004-1

 

 

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