Software Support Specialist

5 days ago


Littleton, Colorado, United States Tyler Technologies Full time
Job Summary

The Software Support Analyst plays a critical role in ensuring the smooth operation of Tyler's software solutions. This position requires a strong technical background, excellent communication skills, and the ability to work effectively in a team environment.

Key Responsibilities
  • Provide high-level diagnosis and resolution of complex technical issues for clients and employees.
  • Offer inbound phone, web, or email support to resolve software-related inquiries and problems efficiently.
  • Utilize SQL to troubleshoot and resolve complex issues.
  • Communicate effectively with all parties involved in issue resolution to meet and manage client expectations.
  • Use Tyler's client management system to track and update client issue details.
  • Submit client issues to the development team for resolution as needed.
  • Perform Quality Assurance testing for software module upgrades/changes and analyze results to ensure software performance.
  • Provide training to client end-users on software usage and best practices.
  • Contribute to the company knowledge library and Tyler Community by creating or enhancing documentation.
  • Mentor new staff to ensure they have the necessary guidance and support.
Requirements
  • Bachelor's degree in a related field or equivalent experience.
  • A minimum of 2 years of experience in a Senior Software Support Specialist position or a position that demonstrates systems knowledge and experience.
  • Excellent interpersonal and communication skills.
  • Ability to make sound, effective, and timely decisions and solve complex problems.
  • Strong analytical and problem-solving skills, particularly in a technical environment.
  • Proficiency in SQL and experience working with.NET framework are preferred.


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