Associate Software Support Specialist

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.

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.
• Need to be able to support work shift of 11:30 to 8 pm EST