Associate Software Support Specialist

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Responsibilities:
  • Client Support: Provide first-level support to customers via a service management system, addressing software-related inquiries and issues in a timely and professional manner.
  • Issue Resolution: Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions and escalating complex issues to senior support staff as needed.
  • Documentation: Maintain detailed records of customer interactions, including issues reported, troubleshooting steps taken, and resolutions provided, in our ticketing system.
  • Knowledge Base: Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and solutions.
  • Training: Assist in the creation and delivery of training materials and sessions for end-users to enhance their understanding and effective use of our software products.
  • Collaboration: Work closely with the development, QA, and product teams to identify, report, and resolve recurring issues and improve overall product quality.
  • Customer Feedback: Gather and communicate customer feedback to relevant teams to influence product enhancements and ensure continuous improvement in service delivery.
  • Other job duties as assigned: Work on other projects or tasks as assigned.
Qualifications:
  • Technical Skills: Basic understanding of software applications and operating systems.
  • Troubleshooting Skills: Experience troubleshooting issues and problems without guidance.
  • Communication: Excellent verbal and written communication skills with the ability to convey technical information clearly and understandably.
  • Customer Service: Strong customer service orientation with a patient and empathetic approach to handling customer issues.
  • Problem-Solving: Analytical and problem-solving skills with a keen attention to detail.
  • Team Player: Ability to work effectively in a team environment and collaborate with cross-functional teams.
  • Adaptability: Willingness to learn new technologies and adapt to changing environments and customer needs.
Preferred Qualifications:
  • Prior experience in a software support or technical support role.
  • Basic SQL Knowledge and Understanding
  • Basic JSON API Experience
  • Basis Postman Experience 
  • Experience with Jira Service Management
  • Basic Java Application log review and analysis

Location

North Logan, Utah

Travel

0-5%

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Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

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Requisition Number:2024-4922


Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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