Software Support Specialist

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Tyler Technologies is seeking a Software Support Specialist for a full time, immediate hire. A Software Support Specialist will provide software support for Tyler clients in the use, functionality, and understanding of our products and databases. The Software Support Specialist ensures timely resolution of easy-moderate client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product.

• Provides inbound phone, web, or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.

• Analyzes data reports, forms, and web technologies.

• Uses and programs SQL to resolve basic to moderate issues.

• 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 specific of client issue(s).

• May assist with writing estimates for software modification specifications and documentation of support processes.

• May submit 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 provide training to client end-users (typically via webinar).

• Creates or enhances documentation throughout the support process.

• Contributes to company knowledge library and/or Tyler Community.

• May participate in Early Adopter activities.

• May participate in User Group meetings and activities.

• 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.

Qualifications

• Bachelor's degree in related field or equivalent experience.

• 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 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.

• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.

• Experience working with relational databases or SQL preferred.

• Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.

• Knowledgeable with Microsoft Office.

• Knowledge and understanding of software development tools a plus.

• Ability to travel preferred.

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

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Requisition Number:2024-5500