Associate Software Support Specialist

About the Role

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 focused on learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting.

Key Responsibilities

• Provides inbound phone, web, or email software support to resolve client inquiries and problems that 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 experienced team member.
• Reads and writes SQL to resolve basic issues.
• Communicates responsibly 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 the 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.
• Communicates professionally, clearly, and appropriately with clients and coworkers.
• Determines the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
• Solves problems effectively in an ever-evolving environment.
• Maintains an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Maintains composure under pressure.
• Resolves issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
• Works effectively both independently and in a team-oriented environment.
• Effectively utilizes available resources.
• Accurately records all details and progress in incident tracking system(s).
• Proactively improves knowledge and develops analytical and technical skills.

Requirements & Tech Stack

• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• SQL
• Microsoft Office
• Knowledge and understanding of software development tools a plus.
• Ability to travel preferred.
• Support work shift of 11:30 am to 8:00 pm EST.

Qualifications

• Bachelor's degree in a 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.
• Exposure to relational databases or SQL desired.
• Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired.