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Technical Support Specialist

2 months ago

Lubbock, Texas, United States Tyler Technologies Full time

Job Summary

The Technical Services Support Specialist position is a key role within Tyler Technologies, responsible for providing timely and courteous support to customers. This entry-level position requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.

Key Responsibilities

  • Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
  • Provide support in various systems management environments related to ERP and Municipal Justice application software and legacy applications.
  • Provide first-tier support for technical issues.
  • Respond to client requests for service by priority according to published policies.
  • Build rapport with clients to turn what may be a negative situation into a positive customer service experience.
  • Manage and prioritize multiple and often conflicting tasks.
  • Demonstrate effective communication skills with a wide range of clients, both internal and external.
  • Adapt to changing product and environments.
  • Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership.
  • Document and record all aspects of client interactions in designated client management systems.
  • Manage open calls by identifying and prioritizing issues according to published policies.

Qualifications

  • Bachelor's degree in computer science, MIS, or equivalent experience.
  • Experience administering Windows servers.
  • Working knowledge of server hardware and network configurations.
  • Ability to troubleshoot PC configurations and connectivity issues.
  • Excellent interpersonal and communication skills.
  • Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and in a team environment.