Application Support Representative, Enterprise Justice

Location

Plano, Texas

Responsibilities

• Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
• Analyzes data reports, forms, and web technologies.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Provide guidance in data correction and resolving/escalating client incidents.
• Follows up on defects and acts as 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 (typically via webinar).
• Creates or enhances documentation throughout the support process.
• Contributes to company knowledge library and/or Tyler Community.
• May participate in Early Adopter activities.
• May participate in User Group meetings and activities.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Performs other duties as assigned.
• Occasional travel (0-15%) for on-site support required.
• Must be available to work evening shifts as needed to support 7 AM – 9 PM CST operations.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• A minimum of 6 - 12 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.