Software Support Specialist
4 days ago
We are seeking a highly skilled Software Support Specialist to join our Application Support Team. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, ensuring timely resolution of easy-moderate client software issues through data analysis and functionality troubleshooting using development tools.
Key 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 development team for resolution as needed.
- May provide training to client end-users.
- 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.
Tyler Technologies is a leading provider of disability and benefits solutions. Our solutions help programs and agencies quickly get benefits into the hands of those who need it most, all while lowering cost and streamlining the process.
We are committed to providing a wide range of benefits to support the overall wellness of our team members and their eligible family members.
We are an affirmative action/equal opportunity employer and welcome applications from diverse candidates.
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