Client Software Support Specialist

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The Associate Software Support Specialist will provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. This is an entry-level position, learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.

Responsibilities

  • Provides inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.
  • Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
  • Determines whether to resolve issues personally or to refer to a more experience team member.
  • Reads and writes SQL to resolve basic issues.
  • Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations. Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
  • May assist with writing estimates for software modification specifications and documentation of support processes.
  • May submit client issues to development team for resolution as needed.
  • Performs Quality Assurance testing for software module upgrades/changes.
  • Analyzes results to ensure that software performs as required.
  • May create or enhance documentation throughout the support process.
  • Commits to expanding technological skills and knowledge of the Tyler products.
  • 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.
  • Communicate professionally, clearly, and appropriately with clients and coworkers.
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
  • Solve problems effectively in an ever-evolving environment.
  • Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
  • Maintain composure under pressure.
  • Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  • Work effectively both independently and in a team-oriented environment.
  • Effectively utilize available resources.
  • Accurately record all details and progress in incident tracking system(s).
  • Proactively improve knowledge and develop analytical and technical skills.
  • Please note that this role will require an 11:30 am to 8 pm EST shift
 

Location

Latham, New York

Qualifications

  • Bachelor's degree in related field or equivalent experience.
  • 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.
  • Exposure to relational databases or SQL desired. Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired. Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel preferred.

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $22 - $25 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Great Place to Work & Grow Your Career

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.

Taking Care of You & Your Family

Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

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Requisition Number:2024-5842


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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