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Technical Support Analyst
2 months ago
At Tyler Technologies, we provide comprehensive solutions for disability and benefits management, ensuring that essential services reach those in need while optimizing costs and enhancing efficiency.
Our clients in the public sector navigate a myriad of intricate, mission-critical responsibilities daily, from overseeing municipal budgets to managing payroll for city employees and collecting revenues.
Our Enterprise Resource Planning (ERP) solutions are tailored to support core business operations across various public sector entities, accommodating organizations of all sizes, from small municipalities to large counties.
Tyler's public safety technologies enhance situational awareness and boost the safety and productivity of professionals in the field. Drawing from our extensive expertise, we have crafted integrated software solutions designed to address the unique requirements of each agency.
Role Overview: Software Support Analyst
Key Responsibilities:
- Deliver inbound support via phone, web, or email to efficiently resolve client inquiries and issues.
- Analyze data reports, forms, and web technologies to identify solutions.
- Utilize SQL programming to address a range of technical challenges.
- Communicate effectively with all stakeholders involved in the resolution process to manage client expectations.
- Utilize Tyler's client management system to document, track, and update client issues.
- Assist in drafting specifications for software modifications and documenting support processes.
- Collaborate with the development team to escalate client issues as necessary.
- Conduct Quality Assurance testing for software updates, ensuring compliance with performance standards.
- Provide training to end-users, typically through webinars.
- Enhance documentation throughout the support process.
- Contribute to the company knowledge library and Tyler Community.
- Engage in Early Adopter initiatives and User Group meetings.
- Commit to ongoing development of technical skills and knowledge of Tyler products.
- Perform additional duties as assigned.
Qualifications:
- Bachelor's degree in a relevant field or equivalent experience.
- At least 12 months of experience in a similar support role or a position demonstrating relevant systems knowledge.
- Strong interpersonal and communication skills.
- Proficient in decision-making and problem-solving, particularly in troubleshooting.
- Excellent organizational abilities.
- Effective analytical skills, especially in technical environments.
- Familiarity with database structures and relational databases, including SQL.
- Experience with .NET framework and related technologies is preferred.
- Proficient in Microsoft Office applications.
- Knowledge of software development tools is advantageous.
- Willingness to travel may be preferred.
Benefits:
Tyler Technologies values the health and well-being of our team members, offering competitive benefits to support both personal and financial wellness.
Equal Opportunity Employer:
Tyler Technologies is proud to be an affirmative action and equal opportunity employer, ensuring that all qualified applicants receive consideration without regard to race, gender, disability, or any other status protected by law.
