Associate Technical Services Support Specialist

Description

Responsibilities

• Provide general software, operating system and hardware phone support to Tyler Technical Support clients and on-site Implementation staff.

• Conduct first level diagnosis of system defects and notify Technical Support Product Managers of findings so the appropriate reports can be submitted.

• Resolve client inquiries and issues in a timely manner by working with Technical Support Specialists, Senior Technical Support Specialists and Technical Support Analysts; communicate resolution effectively through email communications.

• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.

• Manage open calls by identifying and prioritizing issues according to published policies.

• Escalate to senior team member or department member if situation is beyond technician's control and additional assistance is needed.

• Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.

• Participate in formal education and self-study to gain knowledge of Tyler products and services.

• Provide assistance to clients for standard workstation install of client software for products in their subject matter area of expertise as needed, including but not limited to: FourJs, Munis Internet Updater, Tyler Content Manager, Tyler Cashiering and Tyler Reporting.

• Follow documented Tyler Technologies, Inc. policies and procedures.

• Respect the client's policies and procedures.

Qualifications

• Bachelor's degree in computer science or business administration, or comparable work experience.

• Experience in ERP solutions, accounting software, accounting or computers.

• Proficiency using computers and exposure to relational databases or SQL desired.

• Excellent interpersonal and communication skills.

• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.

• Strong analytical and problem solving skills.

• Ability to work independently and in a team environment.

• Demonstrated ability to maintain a positive, professional attitude.