Associate Software Support Specialist

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• Provides inbound phone, web or email software support to resolve client inquiries and problems which 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 experience team member.
• Reads and writes SQL to resolve basic 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 specifics 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 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.

• Bachelor's degree in 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.
• Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Exposure to relational databases or SQL desired.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.

• New Hire Training Dates: December 9, 2024 - February 7, 2025
• Weeks 1 in our Yarmouth, ME office and Week 8 in Lawrenceville, GA (travel expenses covered). The remaining weeks of training will take place remotely. Must be able to attend and complete an 8-week mandatory new hire training class as an essential job function of the implementation consultant/software support specialist role.

Work with our solutions that enable new businesses to safely build, open their doors, and stay in compliance. Our solutions facilitate community development, business management regulation, and code compliance while supporting fire prevention and structural safety.

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Requisition Number:2024-5408