Software Support Representative, Enterprise Supervision

Location

Plano, Texas | Modesto Metropolitan Area, California

Responsibilities

• Provides inbound phone, web or email software support to resolve minor to complex client inquiries and problems effectively and efficiently.
• Analyzes data reports, forms, and web technologies.
• Uses and programs SQL to resolve moderate to complex 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 write estimates for software modification specifications and documentation of support processes.
• Submits 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.
• Provides training to client end-users (typically via webinar).
• Creates or enhances documentation throughout the support process.
• Creates release documentation and provides feedback to clients.
• Contributes to company knowledge library and/or Tyler Community.
• May participate in User Group meetings and activities.
• Mentors new staff to ensure guidance is provided on an ongoing basis.
• Reviews release documentation and provides feedback to appropriate staff.
• May participate in transitional services for new clients in their initial post-live period.
• Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.
• 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.
• Document and advise clients on best practices.
• Serve as point of contact for client escalations
• Performs other duties as assigned.