Associate Software Support Specialist

About the Role

• Provide basic-level software support for Tyler clients in the use, functionality, and understanding of products and databases for easily solved issues.
• This is an entry-level position focused on learning to ensure timely resolution of client software issues through data analysis and functionality troubleshooting.
• Utilize multiple development tools, best practice communication, team coordinated testing, and other available tools for issue resolution.
• Expected to continually grow and expand knowledge of the product.

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 the level of training and understanding.
• Determines whether to resolve issues personally or to refer to a more experienced team member.
• 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 submit client issues to the development team for resolution as needed.
• May create or enhance documentation throughout the support process.
• Commits to expanding technological skills and knowledge of Tyler products.
• Performs other duties as assigned.

Requirements & Tech Stack

• Knowledgeable with Microsoft Office.
• Must be able to attend and successfully complete an 8-week mandatory new hire training class.

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.
• Ability to travel preferred.