Software Support Specialist
22 hours ago
We are seeking a highly skilled Software Support Specialist to join our team at Tyler Technologies. As a key member of our Application Support Team, you will be responsible for providing exceptional customer service to our clients, ensuring timely resolution of software issues, and providing guidance on best practices for optimal use of our products.
Responsibilities:- Provide inbound phone, web, or email software support to resolve client inquiries and problems effectively and efficiently.
- Analyze data reports, forms, and web technologies to identify and resolve issues.
- Communicate effectively with clients to meet and manage their expectations.
- Provide guidance on data correction and resolving/escalating client incidents.
- Follow up on defects and act as an 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.
- May submit client issues to the development team for resolution as needed.
- May provide training to client end-users (typically via webinar).
- Creates or enhances documentation throughout the support process.
- Contributes to the company knowledge library and/or Tyler Community.
- May participate in Early Adopter activities.
- May participate in User Group meetings and activities.
- Bachelor's degree in a related field or equivalent experience.
- A minimum of months previous experience required in an Associate Software Support Specialist position; or work experience within a state or county in the criminal justice sector.
- Familiarity with business (judicial) terminology and principles desired.
- 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.
- Experience working with relational databases or SQL preferred.
- Experience working with.NET framework (involving HTML, XSL, XML, and related technologies) preferred.
- Proficiency using computers required.
- Knowledgeable with Microsoft Office.
- Knowledge and understanding of software development tools a plus.
We offer a wide range of benefits to support the overall wellness of you and eligible family members, including competitive pay, comprehensive health insurance, and opportunities for professional growth and development.
We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees.
We are an affirmative action/equal opportunity employer and welcome applications from qualified candidates of all backgrounds.
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