Software Support Specialist Jobs

Responsibilities

• May provide training to client end-users (typically via webinar).
• May participate in Early Adopter activities.
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Contributes to company knowledge library and/or Tyler Community.
• Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Creates or enhances documentation throughout the support process.
• Uses Tyler’s client management system to create, track, and/or update details on the specific of client issue(s).
• Commits to expanding technological skills and knowledge of the Tyler products.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee
• Analyzes data reports, forms, and web technologies.
• Provides inbound phone, web or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
• May submit client issues to development team for resolution as needed.
• May assist with writing estimates for software modification specifications and documentation of support processes.
• Performs other duties as assigned.
• May participate in User Group meetings and activities.
• Uses and programs SQL to resolve basic to moderate issues.
• Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.

Qualifications

• Excellent interpersonal skills.
• Effective analytical ability, particularly in a technical environment.
• Bachelor's degree in related field or equivalent experience.
• Experience working with relational databases or SQL preferred.
• Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
• A minimum of 12 months previous experience required in an Associate Software Support Specialist position, or in a position which demonstrates systems knowledge and experience.
• Excellent written and verbal communication skills.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.
• Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
• Strong organizational skills.
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.