Software Support Specialist

Apply Online

Responsibilities:

  • Provides high level diagnosis to staff, and takes over open issues as needed.
  • Provides inbound phone, web or email software support to resolve complex 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.
  • Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
  • Submits client issues to development or implementation 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 by phone or 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.
  • 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.
  • May provide input to Manager for performance evaluations on other staff.
  • 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 and Safety Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
  

Qualifications:

  • Bachelor's degree in related field or equivalent training or experience.
  • Excellent interpersonal skills.
  • Ability to make sound, effective and timely decisions along with the ability to solve problems involving complex issues.
  • Excellent decision making, time management and problem solving skills involving root cause diagnosis and thinking out of the box.
  • Excellent organizational skills.
  • Strong analytical ability, particularly in a technical environment.
  • Excellent written and verbal communication skills.
  • Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.
  • Proficiency working with relational databases or SQL preferred.
  • Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
  • Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools a plus.

  

Location

College Station, Texas | Troy, Michigan

Travel

0-5%

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.

Apply Online


Requisition Number:2024-5352


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.
spacer module is 50px
Didn’t find what you’re looking for?

Start your search again

spacer module is 27px
SCAM ALERT

Don't be fooled by criminals making false employment offers, requesting personal and financial information, or impersonating Tyler management. In our recruiting practice, we do not …

  • Extend job offers to candidates we have never spoken with on the phone or in-person
  • Request financial information from candidates
  • Offer jobs through chat rooms, meetups, or hangouts

If you feel you may have been in contact with someone falsely representing Tyler, please contact info@tylertech.com immediately and provide us with as much information as possible about the exchange. If you opened or clicked on any links or attachments within a suspicious job offer, we recommend running a full antivirus scan on your computer to make sure no malware was downloaded.

spacer module is 25px
Get to Know Our Tyler Family

At Tyler, team members are valued and encouraged to innovate, while having fun along the way. Join us and see why we love working here.

Meet our Tyler family
Meaningful Work, Valuable Benefits

To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.

Check out our benefits
Why Work at Tyler?

While committed to serving the public sector, we’re also dedicated to investing in our people. Be a part of our passionate community where you can grow.

Come work with us
Upcoming Job Fairs & Recruiting Events

Interested in learning more about what it's like to be a part of our team? Our recruiting team would love to meet you at an upcoming event in your area or virtually.

See our hiring events