Associate Software Support Specialist

Description

Provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. The Associate Software Support Specialist is an entry-level position, learning how to ensure timely resolution of 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 Associate Software Support Specialist is expected to continually grow and expand knowledge of the product.

 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 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.

• Demonstrates awareness of and adherence to Company policies 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 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.

• Knowledgeable with Microsoft Office.

• Ability to travel preferred.

• Week 1 & 9 are in our Yarmouth, ME office. Must be able to attend and successfully complete an 8-week mandatory new hire training class as an essential job function of the software support specialist role.
• You will be eligible to participate in the Annual Tyler Bonus & Software Support incentive plan. Payout of these incentives is contingent upon meeting your performance objectives and/or business results.

• This is an HR-hosted event for new hires that provides you with a more in-depth discussion of your division and the company.

• Your HR team, division's president, and other leaders across the company will present throughout the event — covering our history, mission, values, cultural identity, strategic vision from a divisional and Tyler-wide standpoint, and so on.

• Product and department presentations are offered by the senior leaders of our organization.

• This is an opportunity to interact and network with team members from various offices.