The Software Support Specialist is the face of Tyler Technologies when it comes to working with clients daily. As such this position has an impact on client satisfaction, retention and revenue growth. The ability to provide exceptional service will shape our client's opinions of our products, services and company. The Software Support Specialist is responsible for ensuring a positive overall support experience for our clients.
The Software Support Specialist handles issues that may require some research, thought, and troubleshooting skills. The incumbent uses previous experience as well as internal practices and guidelines to handle client issues. The incumbent often works independently to resolve client issues.
The Software Support Specialist must be able to:
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.
Demonstrate proficient knowledge of support processes, problem management tools and procedures.
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 easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
Work effectively both independently and in a team-oriented environment.
Assist other team members.
Provide limited hardware and operating system support.
Effectively utilize available resources.
Accurately record all details and progress in incident tracking system(s).
Proactively improve knowledge and develop analytical and technical skills
Support various corporate needs, both internally and externally, across the company. From Marketing to Finance to IT and Human Resources, you can work on Tyler-wide initiatives to support our employees, clients, stakeholders, and the public sector.
Provides inbound phone, web or email software support to resolve client inquiries and problems
Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
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).
Foster continuous learning environment through contribution of the knowledgebase and training
Submits 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.
Performs other duties as assigned
Associate degree or equivalent experience required; Bachelor's degree preferred.
Excellent verbal and written communication skills with the ability to effectively work with clients on technical and business issues.
Proficiency using computers, specifically Microsoft Word, Excel, PowerPoint, Internet, various browsers and operating systems.
Excellent interpersonal skills.
Decision making and problem-solving skills involving troubleshooting basic to moderate issues.
Strong organizational skills.
Effective analytical ability, particularly in a technical environment
Tyler Technologies Headquarters